Contact Center Team Lead

Job description:

Who are we looking for?

**Role is 100% in-office**

A team lead who manages the team of White Glove Customer Support Specialists who is responsible to manage day-to-day operations, ensure readiness to support clients, manage performance feedback and coaching for team members, Monitor and assess client calls, emails and other activities.

Process/Functional Skills:

• Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
• Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
• Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
• Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
• Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of call center agents. Conduct onboarding for new hires.
• Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
• Data Analysis: Collect and analyze call center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
• Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
• Documentation and Reporting: Maintain accurate records, reports, and documentation of call center activities, including performance metrics and agent evaluations.
• Compliance: Ensure compliance with industry regulations, company policies, and data security standards. Stay up-to-date with relevant laws and regulations.

Behavioral Skills:

• Communication: Excellent written and verbal communication
• Leadership: ability to coordinate, motivate and provide guidance to the teams.
• Risk Management: The ability to analyze, prioritize, and minimize the amount of risk an initiative, program, or project may cause.
• Analytical problem solving: The ability to identify and address potential issues, keep up with technology, and improve software quality.
• Time management: The ability to prioritize tasks and meet delivery deadlines.
• Presentation: should possess excellent presentation skills. Should be able to provide status update on PPT.

Work schedule will start between the hours of 3AM - 7AM EST. Start times are based on business needs, and we’re looking for candidates who can be flexible. Shifts may begin anytime between 3 AM and 7 AM EST, with most of the demand currently for earlier start times. Schedules are assigned based on the workload in each region.

Training Schedule: Training will start between 5AM - 9AM EST.

Qualification:

• High school diploma or equivalent.
• At least 3-5 years of working in customer service, a supervisory role, or in a call center is required.

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.