Team Lead Contact Center
HybridGurugram, Haryana, India or Noida, Uttar Pradesh, India
Job Summary
Lead a team of contact center resources to ensure effective service level adherence through timely resolution of advisor and client queries. Coach phone agent performance via email, phone, and face-to-face interactions regarding policies, system knowledge, and customer service skills. Proactively initiate customer contact to resolve escalated issues and facilitate call-backs as needed. Perform quality review functions including real-time and recorded call monitoring, end-to-end error checking, and reporting. Mentor agents through 1-0-1 meetings and team huddles to improve overall performance and sustain quality standards. Partner with HR and functional leaders to formulate career progression and employee development plans. Assist in business-driven process improvement initiatives to provide subject matter expertise and support less-experienced team members.
Required Qualifications
- Experience in a service call center or transaction processing
- Strong working knowledge of customer service processes, policies, techniques, and applicable regulations
- Proven ability to research and resolve complex, high-priority service issues in a timely manner
- Strong written and verbal communication skills
- Demonstrated ability to work directly with high-priority internal and external customers
- Must be able to work in the office at least three (3) days per week
- Must be able to work from home two (2) days per week
Desired Qualifications
- Product-specific or financial services industry experience
- Prior experience with service recovery techniques and processes
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