Experience: Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center.

Working Time: 5 PM IST- 3 AM IST (Fixed Shift)

Role Summary

The Team Leader – Contact Center is responsible for leading, coaching, and managing a team of customer service representatives (CSRs) across three customer touchpoints: Email, Inbound/Outbound Calls, and Live Chat, within a high-volume E-Commerce environment. This role ensures service excellence, SLA adherence, and a motivated, high-performing team that consistently delivers exceptional customer experiences.

Key Responsibilities

1. Team Management & Leadership

▸ Lead, mentor, and coach a team of 10–20 CSRs across Email, Call, and Chat channels.

▸ Monitor attendance, schedule adherence, and manage shift rotations effectively.

▸ Handle escalations from team members and resolve complex customer issues promptly.

▸ Foster a positive, high-energy team culture with a customer-first mindset.

2. Performance Monitoring & Reporting

▸ Track, analyze, and report KPIs including AHT, CSAT, FCR, SLA %, Occupancy, and CPER.

▸ Conduct daily and weekly performance reviews using real-time dashboards and WFM tools.

▸ Identify trends, skill gaps, and improvement areas; action corrective plans promptly.

▸ Prepare and submit shift performance reports to Operations Manager.

3. Quality Assurance

▸ Audit and review customer interactions across Email, Calls, and Chat for quality compliance.

▸ Coordinate with the QA team to align on evaluation frameworks and scoring criteria.

▸ Deliver real-time and structured feedback to agents based on quality evaluations.

▸ Ensure all communications meet brand tone, compliance, and policy guidelines.

4. Multi-Channel Operations

▸ Oversee workflow distribution and queue management across all three channels simultaneously.

▸ Ensure consistent customer experience and resolution standards across Email, Calls, and Chat.

▸ Adapt team deployment dynamically based on channel volume spikes and SLA priorities.

▸ Collaborate with the tech team to troubleshoot CRM, dialer, and chat platform issues.

5. Training & Development

▸ Identify training needs and coordinate with L&D for process, product, and soft skills training.

▸ Onboard new joiners and ensure a smooth ramp-up period through structured buddy programs.

▸ Facilitate refresher training sessions on policy updates, seasonal campaigns, or new SOPs.

▸ Recognize and reward top performers to maintain motivation and reduce attrition.

6. Customer Experience & Escalation Handling

▸ Act as the first point of escalation for irate or complex customer situations.

▸ Take ownership of escalated cases and ensure timely, empathetic resolution.

▸ Liaise with internal teams (logistics, payments, returns, catalog) to resolve cross-functional issues.

▸ Maintain a customer satisfaction score (CSAT) above the defined organizational benchmark.

Qualifications & Experience

Mandatory Requirements

▸ Graduate in any discipline (Bachelor's degree preferred).

▸ Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center.

▸ Proven experience managing multi-channel operations (Email + Calls + Chat).

▸ Hands-on experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or similar).

Preferred / Added Advantage

▸ Experience in E-Commerce, retail, or consumer goods customer service.

▸ Experience with WFM tools (NICE, Aspect, Verint, or equivalent).

▸ Exposure to Six Sigma, Lean, or process improvement methodologies.

▸ Knowledge of e-commerce platforms such as Shopify, Magento, or similar.

▸ Familiarity with omnichannel contact center technologies and AI-assisted tools.

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person