Contact Center Team Lead (225-1015)

The Contact Center Team Lead is a pivotal role responsible for overseeing the daily operations of a contact center team, ensuring that high levels of customer service and operational efficiency are maintained at all times. This role involves monitoring team performance, providing leadership and guidance, and implementing strategies to improve customer satisfaction and productivity. The Contact Center Team Lead must be adept at coaching and developing team members, addressing service and quality issues, and working closely with management to meet company objectives. The ideal candidate will possess excellent communication and problem-solving skills, a strong sense of accountability, and the ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Supervise daily activities of the contact center team to ensure smooth operations.
• Monitor and evaluate team performance, providing feedback and coaching as needed.
• Develop and implement strategies to improve customer service efficiency and effectiveness.
• Facilitate team meetings to communicate updates, processes, and performance expectations.
• Analyze contact center data and prepare reports for senior management.
• Address customer escalations and work towards quick and effective resolutions.
• Collaborate with other departments to ensure integrated cross-functional service delivery.
• Ensure that team members adhere to company policies and procedures.
• Support recruitment efforts by participating in interviews and making hiring recommendations.
• Identify training needs and arrange for appropriate professional development opportunities.
• Manage workload distribution and schedule shifts to optimize resource utilization.
• Maintain an engaging work environment to motivate and retain team members effectively.

Requirements

• Bachelor’s degree in Business Administration or a related field is preferred.
• Minimum of 3 years of experience in a contact center or customer service role.
• Proven experience in a supervisory or team lead position within a contact center.
• Strong leadership skills with demonstrated ability to manage and motivate teams.
• Excellent communication skills with the ability to converse effectively across all levels.
• Proficient in using contact center software and CRM systems.
• Ability to analyze data and generate insights to drive performance improvements.
• Strong problem-solving skills with a customer-centric approach to resolutions.
• Flexible and adaptable to changes in a fast-paced business environment.
• Strong organizational abilities with excellent attention to detail and follow-up.