Team Lead Contact Center

About the role

The Contact Centre Team Lead will oversee a group of phone agents delivering specialised support to high‑priority advisors and clients of Ameriprise India. The role combines hands‑on coaching, escalation handling and quality assurance to ensure timely, accurate resolution of investment, securities and insurance queries.

Key responsibilities

• Lead a team of contact‑centre resources, ensuring service‑level targets are met daily.
• Coach agents on policies, procedures, system knowledge and customer‑service skills through email, phone and face‑to‑face interactions.
• Handle inbound escalations, provide status updates and coordinate callbacks as needed.
• Partner with Human Resources and functional leaders to design career‑progression and employee‑development plans.
• Conduct regular 1‑on‑1 meetings, team huddles and performance reviews.
• Perform real‑time and recorded call monitoring, error checking and reporting.
• Share quality results, identify gaps and organise targeted training.
• Mentor agents, provide feedback and support less‑experienced team members.
• Contribute to process‑improvement projects and act as subject‑matter expert for customer‑service initiatives.

Required profile

• Proven experience leading a contact‑centre or call‑centre team.
• Strong ability to coach, mentor and develop phone agents.
• Excellent communication skills for interacting with advisors, clients and internal stakeholders.
• Familiarity with basic investment, securities and insurance products.
• Capability to manage escalations and drive quality‑assurance activities.

Required skills