Walk-in | Quality Analyst Team Lead

IntouchCX; Hyderabad; On-site; INR 800,000 - 1,400,000; Full time

Job summary

IntouchCX in Hyderabad, India invites an experienced Team Lead (Supervisor) to guide and develop Customer Service Representatives, ensure attainment of KPIs and SLAs, and drive continuous process improvements.

The role requires 3–6 years in contact center, leadership experience, and strong reporting, coaching, and collaboration with HR/IT. This is a hands-on, fast-paced position with shifts including evenings and holidays.

Qualifications

• 3-6 years of experience in the contact center and/or customer service, with at least 2 years in a Team Lead/Supervisory role.
• Ability to type 30 WPM with accuracy.
• Experience handling escalated issues in a contact center capacity.
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner.
• Ability to work both independently and in a team setting within a fast-paced environment.
• The ability to work a variety of shifts, including days, evenings and holidays.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.
• Ability to use spreadsheet applications to maintain and develop operational reporting.
• Coordinate changes in staffing schedules with Operations Support Team and/or Workforce Management Team.
• Collaborate with HR, IT and other departments to resolve issues.

Responsibilities

• Manage and supervise CSRs to meet KPIs and SLAs.
• Develop training and employee engagement programs.
• Analyze reports to measure production levels and identify root causes.
• Provide real-time coaching and motivate teams.
• Coordinate staffing changes with Operations Support/Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Maintain expert knowledge of partner products and promotions.
• Model company values and uphold 10 Things culture.
• Participate in partner meetings with informed perspective.
• Drive improvements in business performance.

Skills

People management

Training & Development

KPI analysis

Coaching

Root cause analysis

Reporting

Time management

Communication

Collaboration

Education

High school diploma

Post-secondary education in Business

Tools

Google Sheets

Google Slides

Google Docs

Google Drive

Job description

As Team Lead (Supervisor), You Will

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (Supervisor), You Have

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 3-6 years of experience in the contact center and/or customer service industry, with at least 2 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays

Address Below :

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