Team Lead

Core Responsibilities

• Process & Performance Management: Drive team output, track daily metrics, and ensure adherence to process standards.
• People Leadership: Provide real-time coaching, constructive feedback, and skills training to team members.
• Escalation Handling: Resolve complex client or customer complaints and decide when to escalate major issues to management.
• Operations & Scheduling: Manage work schedules, monitor attendance, and control shrinkage to maintain operational coverage.
• Reporting & Compliance: Generate data analytics dashboards and ensure team compliance with security and regulatory guidelines.

Qualifications & Requirements

• Education: Bachelor’s degree in any discipline.
• Experience: Generally 2 to 4 years of contact center or industry-specific experience, with at least 1 year in a supervisory or team-handling role.
• Domain Skills: Proficiency in MS Office and specialized tools depending on the account (e.g., banking, collections, tech support).
• Soft Skills: Strong interpersonal, problem-solving, and communication skills.