Team Lead - Contact Center

Job Description

You will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Team Management

1. Lead, coach, and mentor a team of customer service representatives.
2. Conduct regular team meetings to communicate goals, updates, and best practices.
3. Provide ongoing feedback, performance evaluations, and support professional development.

Requirements

1. Bachelor’s degree in business, Communication, or a related field.
2. Proven experience in a contact center environment, with at least 1.5 years in a middle management role preferably at team lead position.
3. Strong leadership, coaching, and interpersonal skills.
4. Excellent communication skills, both written and verbal.
5. Ability to analyze data and make data-driven decisions.
6. Knowledge of contact center technologies and customer relationship management (CRM) systems.
7. Strong problem-solving skills and the ability to handle high-pressure situations.

Benefits

1. Permanent Position
2. 2 Rotational Off days
3. EOBI
4. Medical & Life Insurance
5. IPD + OPD
6. Annual, Casual, and Sick Leaves
7. Provident Fund
8. Annual Increment and Bonus (Performance based)

For more details, contact us at monica.shankar@abacus-global.com #J-18808-Ljbffr