Team Lead : Contact Centre

Outpace Consulting Services is seeking a Team Lead - Contact Centre to manage a team within a leading ITES company, specifically for an HR Helpdesk . This role involves overseeing daily operations, ensuring consistent performance in handling customer interactions across various channels. You'll monitor KPIs, provide coaching and feedback, manage escalations, and drive continuous improvement. The ideal candidate will have experience managing an HR Helpdesk team, strong problem-solving abilities, and excellent communication skills to foster a high-performing, customer-focused environment. Key Responsibilities: Team Leadership: Lead and guide a team of 20-25 FTEs , providing coaching, feedback, and support to drive continuous improvement. Operational Management: Manage daily contact center operations, ensuring consistent performance, adherence to processes, and meeting SLAs. HR Helpdesk Expertise: Manage escalations, guide peers on HR transactions, and ensure high accuracy and timeliness in HR service delivery. Client & Stakeholder Interface: Interface with clients to resolve operational issues and eliminate their causes, fostering seamless service delivery. Performance Monitoring & Reporting: Monitor team performance through regular reviews, create detailed reports on operational metrics, and present findings and strategic improvements to senior management. Training & Development: Develop and deliver training programs to upskill team members in product knowledge, communication, and problem-solving. HR Functional Understanding: Possess an understanding of HR functions like Payroll and Employee Data Management. Required Qualifications: Experience: Minimum 2 years of experience dealing with end customers in a customer service role. Must have managed an HR Helpdesk team of approximately 20-25 FTEs . Proven team handling experience . Skills: Excellent Communication Skills (inbound/outbound call handling, telephone/email etiquette), MS Office & Excel Skills, strong interpersonal skills, and strategic problem-solving. Education: Any Graduate. Preferred Qualifications: Experience in the transition of helpdesk operations and documentation of SOPs. To Apply: WhatsApp Hi to +91 9151555419 . Then, click Start to apply, fill in your details, select Other for location, and use Job Code #3 for Bangalore.