Delivery Operations Team Lead-Voice
Core
Lead and coach a team of agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS) to ensure service excellence and operational performance.
Role type
Senior IC delivery operations team lead (customer service)
Builds
Customer support operations across multiple channels for a client
Domain
Customer service / Contact center operations
Required skills
Team leadership, coaching and mentoring, multi-channel operations management, conflict resolution, data analysis, stakeholder collaboration, schedule management, quality compliance, SAP, Salesforce
Preferred skills
Certifications in customer service or leadership, ability to thrive in fast-paced environments
Technologies
SAP, Salesforce
Responsibilities
Lead, motivate, and coach a team of contact centre agents to achieve performance targets; Monitor and manage day-to-day operations across all communication channels; Support agents in handling complex complaints, escalations, and sensitive consumer cases; Review team and individual performance data, identify trends, and drive continuous improvement; Prepare and present daily/weekly/monthly performance reports; Collaborate with cross-functional teams to resolve systemic issues and improve processes; Manage team schedules, attendance, and adherence to shift timings.
Seniority
Senior, hands-on IC
