The Day-To-Day Activities
Team Leader, Contact Centre
Role Overview:
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.