Team Lead

Role Overview

IntouchCX is hiring a Team Lead to manage, mentor, and guide Customer Service Representatives (CSRs) to deliver exceptional customer service and meet key performance targets.

Key Responsibilities:

• Team Management & Development: Direct, train, and coach CSRs; drive employee engagement and career growth; build incentives to keep teams motivated.

• Performance & Operations: Track KPIs and Service Level Agreements (SLAs); analyze data to identify and fix underperforming areas; collaborate with Workforce Management on scheduling.

• Client & Brand Expertise: Master partner products/promotions, uphold brand standards, and represent operations in client meetings.

• Cross-Department Collaboration: Partner with HR, IT, and support teams to resolve workplace and operational issues.

Qualifications & Requirements:

• Education: High school diploma required; post-secondary degree (especially in Business) or equivalent combined experience preferred.

• Experience: 1 to 5 years in a contact center setting, with at least 1 year in a Lead role.

Skills:

• Proficiency in spreadsheets and reporting (Google Suite experience is a plus).

• Experience handling escalated customer issues.

• Strong organization, prioritization, and critical thinking skills.

Availability:

• Ability to work flexible shifts (days, evenings, weekends, and holidays) in a fast-paced environment.

Perks & Salary:

• Salary upto 6.5lpa
• Free 2 way cab upto 25kms

Note: Immediate joiner only