Team Leader | Utilities / Telecom / BFSI, Taguig

Company: Tata Consultancy Services

Location: Taguig City BGC

Work Setup: Full On-site

Shift: Day Shift / Night Shift (24/7 Operations)

Salary Range: 50,000 65,000

Headcount: 10

Interview Process: Virtual

We are looking for an experienced Contact Center Team Leader to lead and manage a team of customer service associates handling voice and chat support. The ideal candidate will be responsible for driving team performance, ensuring excellent customer experience, and achieving key contact center KPIs.

• Lead, supervise, and motivate a team of customer service associates handling voice and chat interactions.
• Monitor team performance and ensure achievement of contact center KPIs such as AHT, CSAT, QA, SLA, and productivity.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle customer escalations and ensure timely resolution of complex concerns.
• Analyze reports and performance data to identify performance improvement opportunities.

• Bachelors degree or equivalent work experience.
• At least 2 years of contact center experience.
• At least 2 years of experience as a Team Leader or Supervisor in a BPO setting.
• Experience handling voice and chat customer service teams.

Candidates with experience supporting the following domains are preferred:

• Utilities
• Telecom
• Insurance
• Banking & Financial Services (BFSI)

• Strong knowledge of contact center metrics and performance management.
• Excellent leadership and people management skills.
• Strong coaching and performance management abilities.
• Customer-focused mindset.
• Effective problem-solving and decision-making skills.
• Ability to handle customer escalations professionally.
• Strong analytical and reporting skills.
• Ability to work in a 24/7 operational environment.