Contact Center Team Leader

About the Company

Datamark, Inc., headquartered in El Paso, Texas, has been a trusted partner to Fortune 100 and 500 companies since 1989, specializing in Contact Center and Business Process Outsourcing (BPO) services. With operational centers in the U.S., Mexico, and India, Datamark combines personalized client attention with extensive service capabilities, delivering exceptional customer experience and operational excellence across multiple channels and languages.

Role Overview

The Contact Center Team Leader will be responsible for managing and supporting a dedicated team of interpreters to ensure service level agreements (SLAs) are met. This role involves overseeing daily performance, scheduling adherence, training new employees, conducting performance evaluations, and reporting key operational metrics.

Primary Responsibilities

• Manage the assigned team end-to-end, ensuring all interpreters comply with SLAs and personal targets.
• Conduct onboarding training for new team members, utilizing client-specific interpreter training modules to foster success.
• Organize and report daily activities, including data management and monitoring interpreter adherence to schedules.
• Evaluate team performance through regular call audits that provide constructive feedback.
• Request timely staffing changes from management to meet productivity objectives.
• Lead team meetings and refresher training sessions to reinforce skills and knowledge.
• Collect, analyze, and create reports related to customer complaints, inquiries, and other daily operational tasks.
• Recommend updates or improvements to policies and procedures to senior management based on observations and data.
• Execute any other related duties as required.

Qualifications and Requirements

• Bachelor's degree or equivalent work experience.
• Minimum two years of experience as a team leader or supervisor in a BPO or call center environment.
• Excellent customer service aptitude with strong conflict resolution skills.
• Effective communication and interpersonal skills to lead and motivate teams.
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and CRM software relevant to call center operations.
• Highly organized with sharp attention to detail.
• Ability to maintain professionalism and composure while resolving customer complaints.
• This position requires working onsite at the Thane location.

Preferred Skills

• Leadership and team management capabilities.
• Customer service excellence and conflict handling.
• Performance monitoring and staff training expertise.
• Data analysis and CRM tool proficiency.
• Strong communication and mentoring abilities.
• Analytical problem-solving and multitasking skills.
• Interpersonal skills and organized work habits.