Contact Center Team Lead

About the role

The Contact Center Team Lead will guide a group of customer service agents in an offshore environment, ensuring high performance, quality service, and the achievement of operational targets. This role acts as a bridge between management and frontline agents, focusing on excellent customer experience and KPI attainment.

Key responsibilities

• Lead, motivate, and manage a team of call center agents to meet performance targets.
• Monitor daily operations, including attendance, adherence, and productivity.
• Ensure service levels, AHT, CSAT, and quality scores are consistently met or exceeded.
• Conduct regular coaching sessions, performance reviews, and feedback meetings.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and share daily/weekly performance reports with management and clients.
• Support training, onboarding, and certification of new agents.
• Maintain compliance with company policies, client requirements, and quality standards.
• Identify performance gaps and create action plans for continuous improvement.
• Coordinate with QA, Training, WFM, and Operations teams to optimize performance.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 2–4 years of experience in a call center environment, with at least 1.5 years in a leadership role.
• Strong leadership, people management, and communication skills in English.
• Solid understanding of call center KPIs (AHT, CSAT, SLA, QA, productivity, adherence).
• Experience in offshore operations and with international clients is a plus.
• Ability to work under pressure, manage multiple priorities, and solve problems.

Required skills

• Proficiency in MS Excel.
• Experience with reporting tools.
• Familiarity with CRM systems.