Job
Description
Hi We are hiring for the ITES Company for Team Lead Role. Overview The Team Lead - Contact Center is responsible for managing day-to-day operations of a team, ensuring consistent performance in handling customer interactions across voice, email, or chat channels. This role involves monitoring KPIs such as service levels, quality, and productivity, while providing coaching, feedback, and support to team members to drive continuous improvement. The Team Lead handles escalations, ensures adherence to processes and SLAs, and collaborates with quality, training, and workforce management teams. Strong leadership, communication, and problem-solving skills are essential to foster a high-performing, customer-focused team environment. Key Skills : Any Graduate Minimum Experience of 2 yrs dealing with End customers as customer service is required. Should have managed a HR Helpdesk team of around 20-25 FTE. Team Handling To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other ( to get multiple location option ) a) To Apply for above Job Role ( Bangalore ) Type : Job Code # 3 Job description: Minimum Experience of 2 yrs dealing with End customers as customer service is required. Should have managed a HR Helpdesk team of around 20-25 FTE. Should possess ability to manage escalations, manage process, and guide peers on HR transactions and help them achieve high accuracy and timeliness. The role also requires the incumbent to interface with clients and help resolve and eliminate causes of operational issues that may arise. Should have understanding of HR functions like Payroll & Employee data management. Preferably experienced in transition of helpdesk and documentation of SOPs. Skilled in understanding client needs, fostering communication, and delivering solutions that exceed expectations. Strong ability to collaborate cross-functionally to ensure seamless service delivery and client retention. Known for exceptional interpersonal skills, strategic problem-solving, and a commitment to enhancing client experience through proactive engagement and support. Monitored team performance through regular reviews, coaching, and feedback sessions to drive continuous improvement and maintain high levels of customer satisfaction. Developed and delivered training programs to upskill team members, enhancing their product knowledge, communication skills, and problem-solving abilities. Created detailed reports on team performance, customer feedback, and operational metrics, presenting findings to senior management and recommending strategic improvements. Skills: Team Handling Excellent Communication Skills MS Office & Excel Skills Inbound and Outbound Call Handling skills Telephone and email etiquette
