Job Description
Summary:
We are looking for a talented individual to oversee a team of agents providing multi-channel customer support (inbound and outbound calls). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver — supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.
Responsibilities:
Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
Monitor and manage day-to-day operations across all communication channels
Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
Review team and individual performance data, identify trends, and drive continuous improvement
Prepare and present daily/weekly/monthly performance reports
Create concise and impactful operational briefing decks for stakeholder meetings
Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
Manage team schedules, attendance, and adherence to shift timings
Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
Foster a positive, inclusive, and high-performing team culture
Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching
Job Qualifications
Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills
Excellent communication, interpersonal, and conflict-resolution skills
Ability to thrive in a fast-paced, target-driven environment
