• Familiarity with U.S. customer service expectations and communication standards.
• Experience working with voice, email, chat, and other omnichannel support platforms.
• Experience with quality assurance and contact center performance management.
• Lead, motivate, and manage a team of Contact Center Representatives.
• Monitor daily team performance against established KPIs, service levels, productivity, quality, and customer satisfaction targets.
• Provide real-time support and guidance to team members in handling customer inquiries and complex issues.
• Conduct regular coaching, feedback, performance reviews, and development sessions.
• Monitor calls, emails, chats, and other customer interactions to ensure quality and compliance with established standards.
• Handle escalated customer concerns professionally and ensure timely resolution.
• Prepare and share daily, weekly, and monthly performance reports.

📌 Team Leader (India)
🏢 IGT solutions
📍 India