Team Leader - LL

Datamark, Inc.; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Datamark, Inc. seeks a Contact Center Team Lead to oversee interpreters, ensuring SLA compliance and productivity. You will train new staff, organize daily tasks, and manage data reporting. You will also conduct performance evaluations and address staffing needs to meet goals.

Strong leadership, excellent communication, and CRM proficiency are essential to guide the team and maintain high quality service deliverables.

Qualifications

• Bachelor's degree or equivalent experience.
• Proven team leadership or supervisory experience in a BPO/call centre.
• Strong customer service and conflict resolution skills.
• Excellent communication and interpersonal abilities.
• Ability to manage and motivate a team.
• Proficiency in using CRM software and other call centre tools.

Responsibilities

• End-to-end management of a team of interpreters to meet SLAs and productivity targets.
• Trains new employees based on interpreter training modules.
• Reports and organizes daily tasks such as data management and schedule adherence.
• Conducts performance evaluations through call audits.
• Requests staffing adjustments to meet daily productivity goals.
• Conducts regular team meetings and refresher training sessions.
• Collects data and prepares reports on customer complaints and inquiries.
• Identifies opportunities to update policies and procedures and makes recommendations to senior management.
• Performs other related duties as assigned.

Skills

Leadership

Customer Service

Conflict Resolution

Communication

Team Motivation

CRM Software

Data Analysis

Training & Development

Performance Monitoring

Multi-tasking

Education

Bachelor's degree or equivalent experience

Tools

CRM Software

Job description

Position Overview

The Contact Center Team Lead will oversee and assist contact centre employees in the performance of their job duties such as responding to customer inquiries, resolving issues or complaints, daily data reporting, training & managing teams schedule adherence

Primary Responsibilities

• End-to-end management of a team of assigned interpreters to ensure they comply with their SLA's along with achieving their own
• Trains new employees based on the Interpreter training modules as assigned by the Client to ensure their success.
• Reporting & organizing of daily tasks such as data management and interpreter schedule adherence management
• Conducts performance evaluation through timely call audits that are constructive and progressive
• Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals.
• Conduct regular team meetings and refresher training sessions
• Collects data and prepares reports on customer complaints, inquiries and other daily tasks
• Identifies opportunities to update or improve policies & procedures and makes recommendations to the Senior Management
• Performs other related duties as assigned.

Qualifications

• Bachelor's degree or equivalent experience.
• Proven experience in a team leadership or supervisory role within a BPO or call centre environment.
• Strong customer service and conflict resolution skills.
• Excellent communication and interpersonal abilities.
• Ability to manage and motivate a team.
• Proficiency in using CRM software and other call centre tools.

This is a Work from Office role

Highest Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook) is a requirement.

Work Experience

At least 2 years of relevant contact centre experience as Team Leader

Skills

• Leadership & Team Management
• Customer Service & Conflict Resolution
• Performance Monitoring, Training and Development
• CRM Software & Data Analysis
• Strong Communication & mentoring skills
• Demonstrated analytical/problem-solving skills/multi-tasking skills & interpersonal skills
• Highly organized with attention to detail
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour