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 growth opportunities; 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.

Solid organization, prioritization, and critical thinking skills.

Availability:

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

Note: Immediate joiner only

📌 Team Lead Hyderabad
🏢 IntouchCX
📍 Hyderabad