Contact Center Team Lead

Valuestream Business Solutions Pvt ltd · India

Company Description Valuestream Business Solutions (VBS) is a business and knowledge process outsourcing company that combines experienced professionals with modern technology to deliver strong customer experiences. The organization provides a range of services including contact center operations, back-office support, customer service, and transaction processing, along with consulting in Governance, Risk, and Compliance.

Role Description The Call Center Team Lead is a full-time on-site role based in Bengaluru, responsible for supervising a team of customer service representatives in a contact center environment. This role involves monitoring daily call activities, managing team schedules, and ensuring that service levels and performance targets and customer experience are consistently met. The Team Lead will coach and mentor team members, conduct regular feedback sessions, and support training initiatives to improve customer interactions and productivity.

Additional responsibilities include handling escalated customer issues, analyzing call center metrics, preparing performance reports, and collaborating with management to implement process improvements. The role requires maintaining a professional work environment focused on customer satisfaction, efficiency, and continuous improvement.

Qualifications

• Candidates should possess strong Interpersonal Skills and Customer experience capabilities to lead and support a front-line team.
• Candidates should possess solid Communication skills to interact effectively with team members, client and stakeholders.
• Candidates should possess Analytical Skills and a focus on Customer experience and satisfaction to interpret performance data and enhance service quality.
• Proven experience in a call center or contact center environment, with prior team lead or supervisory experience of minimum 3 years.
• Ability to manage shifts, handle pressure, and meet performance targets in a fast-paced setting.
• Proficiency with call center tools, CRM systems, and basic office software.
• Relevant bachelor’s degree in business, communications, or a related field is preferred.
• Good working knowledge on MS Excel, Google sheets
• Language : Excellent English and Hindi Mandatory