Genpact

Compensation

Full Description

We are seeking an experienced and motivated Team Lead to oversee daily operations within our call center. The Team Lead will be responsible for guiding a team of customer service representatives, ensuring high performance, meeting service-level agreements (SLAs), and delivering an exceptional customer experience. This role requires strong leadership, problem-solving skills, and the ability to thrive in a fast-paced, high-volume environment. Key Responsibilities: • Supervise, coach, and motivate a team of call center representatives to achieve performance goals and KPIs. • Monitor daily operations, including call flow, quality assurance, and schedule adherence. • Conduct regular team meetings, performance reviews, and training sessions to enhance skills and knowledge. • Provide real-time support to agents by handling escalated calls and complex customer issues. • Track and analyze team performance metrics, identifying trends and areas for improvement. • Collaborate with management to develop strategies for improving customer satisfaction and operational efficiency. • Ensure compliance with company policies, procedures, and industry regulations. • Create shift schedules, manage attendance, and assist with workforce planning. • Foster a positive, supportive, and professional work environment. Qualifications: • Proven experience as a Call Center Team Lead, Supervisor, or similar role. • Strong leadership, coaching, and conflict-resolution skills. • Excellent communication skills (verbal and written). • Ability to multitask, prioritize, and manage time effectively. • Proficiency with call center software, CRM systems, and Microsoft Office Suite. • Strong analytical and problem-solving abilities. • High school diploma or equivalent required; bachelor’s degree preferred. Job Type: Contract Pay: $20.00 - $22.00 per hour Experience: • Team Lead: 2 years (Required) Location: • Dallas, TX (Preferred) Work Location: Remote