Team Lead – Contact Center

Job Description:

• Establish effective coordination with team members to ensure engagement and alignment with team deliverables.
• Collaborate closely with team members to maximize target achievement and optimize resource utilization.
• Maintain qualitative and quantitative targets by adhering to defined protocols.
• Handle escalations during calls to enhance the customer experience.
• Ensure the completion of daily, weekly, and monthly lead qualification targets as assigned by the manager.
• Demonstrate the ability to manage pressure effectively.
• Proven capability to take strategic initiatives.
• Advanced proficiency in MS Excel and system management.