Team Lead/Supervisor

Key Responsibilities:

• Team Leadership & Management:
• Lead a team of customer service representatives in a high-performance voice program.
• Provide coaching, mentorship, and performance feedback to ensure team members meet quality, productivity, and customer service goals.
• Foster a positive work environment that encourages teamwork, accountability, and continuous improvement.
• Operations & Performance Management:
• Monitor and manage day-to-day operations of the contact center to ensure smooth service delivery.
• Track and analyze key performance metrics (KPIs), including response time, customer satisfaction, resolution rates, and first-call resolution.
• Conduct performance reviews and implement action plans to improve individual and team performance.
• Customer Service Excellence:
• Ensure the team maintains high standards of customer service, adhering to company policies and procedures.
• Resolve escalated customer issues and complaints efficiently and professionally, ensuring a positive customer experience.
• Drive customer satisfaction improvements by identifying process bottlenecks and implementing corrective actions.
• Process Improvement & Optimization:
• Analyze operational processes and workflows to identify areas for improvement, implementing best practices and process enhancements.
• Utilize Lean and Green Belt methodologies to reduce inefficiencies and enhance productivity within the team.
• Optimize scheduling to ensure proper coverage and efficient allocation of resources during peak periods.
• Reporting & Documentation:
• Prepare and present performance reports to senior management, highlighting team performance, trends, and areas for improvement.
• Ensure accurate documentation of all processes, feedback, and customer interactions for quality assurance.
• People Practices:
• Effectively manage attrition and motivate team members to ensure a high level of engagement.
• Ensure adherence to all HR policies and procedures, including attendance, leave, and other people-related matters.
• Implement and enforce policies related to performance management, training, and development.

Required Skills and Qualifications:

• Educational Qualification:
• Graduate (any field).
• Preferably certified in Lean, Green Belt, or similar process improvement methodologies.
• Experience:
• Minimum 3 years of work experience in a relevant voice process within a contact center environment, including a minimum of 1 year as a Team Leader.
• Experience working in a premium international contact center environment.
• Proven track record in handling contact center metrics such as quality scores, attrition, and other operational KPIs.