Website:
mantlesolutions.in
Job details:
Company Description Mantle Solutions is the registered offshore technology and professional services firm for LuLu Group International, a diversified global conglomerate with business interests across multiple sectors. The company supports LuLu Group’s worldwide operations through technology, process excellence, and specialized service delivery. Team members collaborate with international stakeholders, contributing to scalable, customer-focused solutions. Mantle Solutions offers opportunities to work in a dynamic environment with exposure to global best practices and standards.
Time: 3:00 pm ist- 1:00 am ist (Fixed Shift)
Employment Type: Full-Time, Permanent
Channels Handled: Email | Inbound & Outbound Calls | Live Chat
Experience Required: Minimum 2 Years as Team Leader in Contact Center
Role Summary
The Team Leader – Contact Center is responsible for leading, coaching, and managing a team of customer service representatives (CSRs) across three customer touchpoints: Email, Inbound/Outbound Calls, and Live Chat, within a high-volume E-Commerce environment. This role ensures service excellence, SLA adherence, and a motivated, high-performing team that consistently delivers exceptional customer experiences.
Key Responsibilities
1. Team Management & Leadership
- Lead, mentor, and coach a team of 10–20 CSRs across Email, Call, and Chat channels.
- Set clear performance goals and conduct regular one-on-one sessions and team huddles.
- Monitor attendance, schedule adherence, and manage shift rotations effectively.
- Handle escalations from team members and resolve complex customer issues promptly.
- Foster a positive, high-energy team culture with a customer-first mindset.
2. Performance Monitoring & Reporting
- Track, analyze, and report KPIs including AHT, CSAT, FCR, SLA %, Occupancy, and CPER.
3. Quality Assurance
- Audit and review customer interactions across Email, Calls, and Chat for quality compliance.
- Coordinate with the QA team to align on evaluation frameworks and scoring criteria.
- Deliver real-time and structured feedback to agents based on quality evaluations.
- Ensure all communications meet brand tone, compliance, and policy guidelines.
4. Multi-Channel Operations
- Oversee workflow distribution and queue management across all three channels simultaneously.
- Ensure consistent customer experience and resolution standards across Email, Calls, and Chat.
- Adapt team deployment dynamically based on channel volume spikes and SLA priorities.
- Collaborate with the tech team to troubleshoot CRM, dialer, and chat platform issues.
5. Training & Development
- Identify training needs and coordinate with L&D for process, product, and soft skills training.
- Onboard new joiners and ensure a smooth ramp-up period through structured buddy programs.
6. Customer Experience & Escalation Handling
- Act as the first point of escalation for irate or complex customer situations.
- Take ownership of escalated cases and ensure timely, empathetic resolution.
Qualification & Experience:
Mandatory Requirements
- Graduate in any discipline (Bachelor's degree preferred).
- Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center.
- Proven experience managing multi-channel operations (Email + Calls + Chat).
- Strong background in E-Commerce, retail, or consumer goods customer service.
- Hands-on experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or similar).
Preferred / Added Advantage
- Experience with WFM tools (NICE, Aspect, Verint, or equivalent).
- Exposure to Six Sigma, Lean, or process improvement methodologies.
- Knowledge of e-commerce platforms such as Shopify, Magento, or similar.
- Familiarity with omnichannel contact center technologies and AI-assisted tools.
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