Team Leader – Contact Center (Bangalore)

• Lead and manage a team of customer service agents in a contact center environment

• Conduct regular 1:1 meetings and team huddles for coaching and performance tracking

• Monitor KPIs such as SLA, CSAT, shrinkage, attrition, and productivity metrics

• Analyze daily operations using dashboards and reporting tools

• Provide real-time support and guidance to agents to resolve customer issues

• Identify process improvement opportunities to enhance customer experience

• Collaborate with cross-functional teams for staffing, training, and workforce planning

• Ensure adherence to policies, compliance, and quality standards

• Handle workload distribution and ensure timely resolution of customer contacts

• Drive employee engagement, motivation, and performance improvement initiatives