Job Summary

We are looking for an experienced Team Lead – Contact Center to manage and guide a customer service team while ensuring high-quality customer interactions and achievement of operational targets. The ideal candidate should have strong experience in Contact Center/BPO operations, preferably within the E-commerce or Retail domain.

Key Responsibilities
Lead, motivate, and manage a team of Contact Center/Customer Service Executives.
Monitor team performance against KPIs, SLAs, quality, productivity, and customer satisfaction targets.
Handle escalations and ensure timely resolution of customer issues.
Conduct regular performance reviews, coaching, feedback, and training for team members.
Monitor calls, chats, and emails to ensure adherence to quality and process standards.
Prepare and analyze daily/weekly/monthly operational reports.
Coordinate with internal teams to resolve customer and operational issues.
Ensure adherence to company policies, processes, and compliance requirements.
Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.




Manage team schedules, attendance, and daily workforce requirements.

Requirements
Minimum 5 years of overall experience in Contact Center/BPO operations.
Minimum 2 years of experience in a Team Lead role within a Contact Center/BPO environment.
Experience in the E-commerce or Retail domain is preferred.
Proven experience managing multi-channel operations (Email + Calls + Chat).
Solid knowledge of Contact Center operations, KPIs, SLAs, and quality management.
Excellent communication, interpersonal, leadership, and problem-solving skills.
Ability to manage escalations and work effectively in a fast-paced workplace.
Strong analytical and reporting skills.
Experience with CRM, ticketing, or Contact Center tools is an added advantage.

Qualification:

▸ Graduate in any discipline (Bachelor's degree preferred).

Pay: ₹40,000.00 - ₹60,000.00 per month

Advantages:
Health insurance
Paid sick time
Provident Fund

Work Location: In person

📌 Team Lead Contact Center Kochi
🏢 Mantle Solutions
📍 Kochi