Operations Team Lead | IntouchCX |

IntouchCX

2 - 7 years

5 - 8 Lacs

Bengaluru

Posted:21 hours ago| Platform:

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Skills Required

Team Handling Leadership Skills Attrition Management SLA Management People Management Workforce Management Coordination Customer Service Call Center Operations Contact Center Operations Shrinkage Attrition Chat Process Shift Management Performance Management

Work Mode

Work from Office

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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