Team Lead - Contact Center Job at Mantle Solutions (Kochi)

Job Description

The Team Leader – Contact Center is responsible for leading, coaching, and managing a team of customer service representatives (CSRs) across three customer touchpoints: Email, Inbound/Outbound Calls, and Live Chat, within a high-volume E-Commerce environment. This role ensures service excellence, SLA adherence, and a motivated, high-performing team that consistently delivers exceptional customer experiences.

Job Responsibility

Lead, mentor, and coach a team of 10–20 CSRs across Email, Call, and Chat channels
Set clear performance goals and conduct regular one-on-one sessions and team huddles
Monitor attendance, schedule adherence, and manage shift rotations effectively
Handle escalations from team members and resolve complex customer issues promptly
Foster a positive, high-energy team culture with a customer-first mindset
Track, analyze, and report KPIs including AHT, CSAT, FCR, SLA %, Occupancy, and CPER
Conduct daily and weekly performance reviews using real-time dashboards and WFM tools
Identify trends, skill gaps, and improvement areas
action corrective plans promptly
Prepare and submit shift performance reports to Operations Manager
Audit and review customer interactions across Email, Calls, and Chat for quality compliance
Coordinate with the QA team to align on evaluation frameworks and scoring criteria
Deliver real-time and structured feedback to agents based on quality evaluations
Ensure all communications meet brand tone, compliance, and policy guidelines
Oversee workflow distribution and queue management across all three channels simultaneously
Ensure consistent customer experience and resolution standards across Email, Calls, and Chat
Adapt team deployment dynamically based on channel volume spikes and SLA priorities
Collaborate with the tech team to troubleshoot CRM, dialer, and chat platform issues
Identify training needs and coordinate with L&D for process, product, and soft skills training
Onboard new joiners and ensure a smooth ramp-up period through structured buddy programs
Facilitate refresher training sessions on policy updates, seasonal campaigns, or new SOPs
Recognize and reward top performers to maintain motivation and reduce attrition
Act as the first point of escalation for irate or complex customer situations
Take ownership of escalated cases and ensure timely, empathetic resolution
Liaise with internal teams (logistics, payments, returns, catalog) to resolve cross-functional issues
Maintain a customer satisfaction score (CSAT) above the defined organizational benchmark

Requirements

Graduate in any discipline (Bachelor's degree preferred)
Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center
Proven experience managing multi-channel operations (Email + Calls + Chat)
Strong background in E-Commerce, retail, or consumer goods customer service
Hands-on experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or similar)
Experience with WFM tools (NICE, Aspect, Verint, or equivalent) (preferred)
Exposure to Six Sigma, Lean, or process improvement methodologies (preferred)
Knowledge of e-commerce platforms such as Shopify, Magento, or similar (preferred)
Familiarity with omnichannel contact center technologies and AI-assisted tools (preferred)

Nice to have

Experience with WFM tools (NICE, Aspect, Verint, or equivalent)
Exposure to Six Sigma, Lean, or process improvement methodologies
Knowledge of e-commerce platforms such as Shopify, Magento, or similar
Familiarity with omnichannel contact center technologies and AI-assisted tools

What we offer

Competitive salary with performance-linked incentives and quarterly bonuses
Health insurance and employee wellness programs
Structured career growth path: Senior TL → Assistant Manager → Operations Manager
Regular training, leadership development programs, and certification opportunities
Recognition programs including Employee of the Month, Spot Awards, and annual felicitations
Dynamic and inclusive workplace committed to employee engagement and growth

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Team Lead - Contact Center

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