Team Leader - LL

DATAMARK, Inc.; Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

DATAMARK, Inc. in Thane seeks a Contact Center Team Lead to oversee interpreters, ensure SLA adherence, and drive daily data reporting. You will train new staff, monitor performance through audits, and coordinate staffing requests to meet productivity goals.

Strong leadership, customer service, and CRM tool proficiency are required; work-from-office role with emphasis on clear communication and policy improvement.

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.

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

Skills

Leadership

Customer Service

CRM & Data Analysis

Communication

Mentoring

Analytical thinking

Multi-tasking

Attention to detail

Education

Bachelor's degree or equivalent

Tools

CRM Software

Microsoft Office

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 skillsDemonstrated 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