Contact Center Team Lead

About the role

Renmoney is looking for a Contact Center Team Lead to guide and support its customer service agents. You will balance company policy with customer benefit while continuously seeking process improvements that enhance the overall customer experience.

Key responsibilities

• Lead, coach, and develop a team of agents to meet KPIs such as AHT, FCR, CSAT and SLA adherence.
• Monitor performance, provide real‑time feedback and structured coaching to drive a high‑performance culture.
• Ensure consistent achievement of service level targets across calls, email, chat and social media.
• Identify service gaps, implement corrective actions and optimize workforce utilization with the workforce management team.
• Maintain high standards of interaction quality, analyse feedback and complaints to drive service improvements while ensuring compliance with policies and regulations.
• Track, analyse and report on key performance metrics, translating data into actionable insights for senior stakeholders.
• Identify process inefficiencies and collaborate with cross‑functional teams to implement improvements that reduce friction in the customer journey.

Required profile

• Strong leadership and coaching abilities with a focus on performance management.
• Detail‑oriented mindset and a commitment to impeccable execution.
• Ability to assess, mitigate and monitor risks while ensuring effective controls.
• High energy, fast‑paced work style and willingness to work extremely hard to achieve ambitious goals.
• Comfortable speaking up, asking questions and challenging ideas or processes.

Required skills