Team Lead: Contact Centre

Outpace Consulting Services is seeking a Team Lead - Contact Centre to manage a team within a leading ITES company, specifically for an HR Helpdesk. This role involves overseeing daily operations, ensuring consistent performance in handling customer interactions across various channels. You'll monitor KPIs, provide coaching and feedback, manage escalations, and drive continuous improvement. The ideal candidate will have experience managing an HR Helpdesk team, strong problem-solving abilities, and excellent communication skills to foster a high-performing, customer-focused environment.

Key Responsibilities:

• Team Leadership: Lead and guide a team of 20-25 FTEs, providing coaching, feedback, and support to drive continuous improvement.
• Operational Management: Manage daily contact center operations, ensuring consistent performance, adherence to processes, and m...