The Day-To-Day Activities
Team Leader, Contact Centre
The Contact Centre Team Leader plays a critical role in ensuring the seamless operation of the contact centre across multiple channels: L1 Voice, Social Media, Email Support, and L2 Escalation Handling. Working on a rotational shift basis, the Team Leader is responsible for real-time floor management, operational efficiency, and the performance of a dedicated team of Customer Service Executives (CSEs). This role demands a combination of strong analytical thinking, cross-channel leadership, and excellent interpersonal skills to handle complex escalations, drive team performance, and collaborate with internal stakeholders for issue resolution.
Key Responsibilities:
Operational Excellence
Oversee day-to-day operations across all channels including schedule adherence, shift planning, floor presence, and real-time queue management.
Act as the shift-in-charge and ensure smooth handovers across shifts and channels.
Monitor and manage interaction volumes, ticket backlogs, and workforce productivity using contact centre systems and dashboards.
Analyse real-time data and trends to make quick decisions that ensure service level targets (voice, email, social media) are met.
Maintain cross-channel awareness to flexibly allocate resources based on demand spikes and backlogs.
Customer Escalation Management
Handle escalated calls and complaints from all contact channels including voice, email, & social media.
Provide coaching to CSEs on handling difficult customer interactions, complex objections, and service recovery.
Perform root cause analysis of frequent escalation themes and initiate process improvements or preventive actions.
Own and follow through on critical cases requiring collaboration with internal departments (e.g., Finance, Tech, Legal).
Team Leadership & Development
Manage a multi-channel team of Customer Service Executives, covering performance, attendance, discipline, and development.
Lead, coach, and support direct reports to achieve individual and team KPIs across all channels.
Conduct regular team meetings, performance reviews, 1:1 coaching, and cross-training for multiskilling.
Foster a positive, high-morale environment with psychological safety and strong collaboration.
Onboard, train, and mentor new hires to ensure readiness across required support channels.
Performance, Data & Quality Monitoring
Track and analyse team and individual performance using metrics like but not limited to AHT, FCR, SLA, CSAT, backlog, and shrinkage.
Present data-driven insights and recommendations to management to support performance improvement.
Assist with QA audits and ensure all SOPs are followed consistently across all support types.
Use workforce and quality data to identify trends, performance gaps, and coaching opportunities.
Cross-Functional Collaboration
Act as the primary liaison with internal departments (e.g., Finance, Technical, IT, Marketing) to resolve customer interactions and systemic issues.
Ensure prompt follow-up and resolution of long-standing customer complaints or outstanding tickets.
Represent team interests in cross-departmental discussions or process updates.
Innovation & Continuous Improvement
Identify operational inefficiencies through data or team feedback and propose scalable solutions.
Pilot new ideas, process improvements, templates, or knowledge base updates to improve customer and agent experience.
Promote a culture of continuous learning, improvement, and innovation.