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Operations Team Lead | IntouchCX |

2 - 7 years

5 - 8 Lacs

Posted:21 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

About the Job

Were changing the way people think about customer care, and we need your help!

Team Lead

As a Team Lead, You Will

  • Oversee and support Customer Service and Technical Support Representatives (CSRs), while also handling chat interactions when required.
  • Facilitate effective training, professional growth, and employee engagement to build, develop, and retain high-performing team members.
  • Drive operational excellence by managing performance against key metrics, including KPIs and service level agreements (SLAs).
  • Interpret performance data and reports to monitor productivity and identify underlying causes of performance gaps.
  • Apply critical thinking to design and implement strategies that enhance business performance and strengthen partner relationships.
  • Foster a motivated team environment through strong interpersonal relationships and timely, hands-on coaching.
  • Create and manage incentive programs that encourage CSRs to meet and exceed performance targets.
  • Collaborate with Operations Support and Workforce Management teams to coordinate staffing and schedule adjustments.
  • Work cross-functionally with departments such as HR and IT to resolve internal issues efficiently.
  • Contribute operational insight and strategic input during partner meetings to support collaborative success.
  • Attain expert-level understanding of partner products, services, and promotional offerings.
  • Exemplify a strong work ethic and a commitment to delivering optimal outcomes for both the team and customers.
  • Lead by example, embodying the companys core cultural values ("10 Things").
  • Assess and refine workflow processes by identifying inefficiencies and implementing improvements to boost productivity and outcomes.
  • Maintain high quality standards through regular audits, offering constructive feedback and coaching to enhance agent performance.

Requirement: As Team Lead, You Have..

  • A High school diploma or equivalent is required.
  • Post-secondary education in Business or a related field is preferred; a combination of relevant education and experience will also be considered.
  • 2 -3 years of experience in a customer service or contact center environment, including at least 1 year in a supervisory or team lead role.
  • Experience overseeing digital chat operations is highly desirable.
  • Proven ability to handle escalated customer issues within a contact center setting.
  • Capable of typing at a minimum speed of 30 words per minute with high accuracy.
  • Working knowledge of Google Workspace tools (Docs, Sheets, Slides, Drive) and other common office applications is an asset.
  • Proficiency in using spreadsheet tools for creating and maintaining operational reports.
  • Strong organizational, prioritization, and time management skills, with the ability to meet deadlines effectively.
  • Demonstrated ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Willingness and flexibility to work a variety of shifts, including mornings, evenings, weekends, and holidays.

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IntouchCX
IntouchCX

Outsourcing and Offshoring Consulting

Winnipeg Manitoba

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