Contact Center Team Leader

Company Description

IndiaMART is India's largest online B2B marketplace, connecting buyers with suppliers across diverse industries. Founded in 1999, IndiaMART has a mission to simplify business by providing a platform for Small & Medium Enterprises (SMEs), large enterprises, and individual buyers, offering access to over 12.4 Crore products from 86 Lakh suppliers. Trusted by over 21.9 Crore buyers, IndiaMART enables businesses to enhance visibility, increase credibility, and drive growth. With a team of more than 5,000 employees, IndiaMART is committed to facilitating seamless connections and empowering businesses across the nation.

Role Description

We are seeking a dedicated Contact Center Team Leader for a full-time, on-site position based in Noida. The Team Leader will oversee day-to-day operations of the contact center, monitor team performance, and ensure high levels of customer satisfaction. Key responsibilities include managing a team of customer service representatives, coaching team members to achieve individual and team KPIs, analyzing reports to identify improvement areas, and resolving escalated customer queries effectively. The Team Leader will also ensure compliance with company policies and deliver a seamless service experience.

Qualifications

• Strong analytical skills to evaluate team performance and identify areas for improvement
• Proficiency in customer service and customer satisfaction practices
• Excellent communication skills for managing client and team interactions
• Experience and skills in team management and leadership
• Capable of multitasking, working under pressure, and meeting deadlines
• Proven experience in a similar role, preferably in a contact center environment
• Bachelor's degree in Business Administration, Management, or a related field is preferred

Salary - 30K-40K