Team Lead-Contact Center

Mantle Solutions; Ernakulam; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Mantle Solutions is seeking an experienced Team Lead – Contact Center to guide a customer service team, ensuring high-quality interactions and achievement of targets.

The role requires 5+ years in CC/BPO, 2+ years in a lead role, and knowledge of KPIs, SLAs, and CRM/ticketing tools. E-commerce or Retail domain experience is preferred.

Qualifications

• 5+ years of experience in Contact Center/BPO.
• 2+ years in a Team Lead role in a CC/BPO environment.
• Experience in the E-commerce or Retail domain is preferred.
• Strong knowledge of Contact Center operations, KPIs, SLAs, and quality management.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Ability to manage escalations and work effectively in a fast-paced environment.
• Strong analytical and reporting skills.
• Experience with CRM, ticketing, or Contact Center tools is an added advantage.

Responsibilities

• Lead, motivate, and manage a team of Contact Center/Customer Service Executives.
• Monitor team performance against KPIs, SLAs, quality, productivity, and customer satisfaction targets.
• Handle escalations and ensure timely resolution of customer issues.
• Conduct regular performance reviews, coaching, feedback, and training for team members.
• Monitor calls, chats, and emails to ensure adherence to quality and process standards.
• Prepare and analyze daily/weekly/monthly operational reports.
• Coordinate with internal teams to resolve customer and operational issues.
• Ensure adherence to company policies, processes, and compliance requirements.
• Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.
• Manage team schedules, attendance, and daily workforce requirements.

Skills

Leadership

Communication

Problem-solving

Analytical

Reporting

Tools

CRM tools

Ticketing systems

Contact Center tools

Job description

We are looking for an experienced Team Lead – Contact Center to manage and guide a customer service team while ensuring high-quality customer interactions and achievement of operational targets. The ideal candidate should have strong experience in Contact Center/BPO operations, preferably within the E-commerce or Retail domain.

Key Responsibilities

• Lead, motivate, and manage a team of Contact Center/Customer Service Executives.
• Monitor team performance against KPIs, SLAs, quality, productivity, and customer satisfaction targets.
• Handle escalations and ensure timely resolution of customer issues.
• Conduct regular performance reviews, coaching, feedback, and training for team members.
• Monitor calls, chats, and emails to ensure adherence to quality and process standards.
• Prepare and analyze daily/weekly/monthly operational reports.
• Coordinate with internal teams to resolve customer and operational issues.
• Ensure adherence to company policies, processes, and compliance requirements.
• Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.
• Manage team schedules, attendance, and daily workforce requirements.

Requirements

• Minimum 5 years of overall experience in Contact Center/BPO operations.
• Minimum 2 years of experience in a Team Lead role within a Contact Center/BPO environment.
• Experience in the E-commerce or Retail domain is preferred.
• Strong knowledge of Contact Center operations, KPIs, SLAs, and quality management.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Ability to manage escalations and work effectively in a fast-paced environment.
• Strong analytical and reporting skills.
• Experience with CRM, ticketing, or Contact Center tools is an added advantage.