Job Summary:

The Contact Center Team Leader is responsible for leading, coaching, and managing
a team of voice and chat customer service associates.

Required Qualifications
 Bachelor’s degree or equivalent work experience
 At least 2 years of contact center experience, with 2 years in a Team Leader or supervisory role
 Experience supporting energy utilities, utilities, Telecom, Insurance, Banking & Financial Services
 Proven experience managing voice and chat customer service teams
 Strong working knowledge of contact center KPIs and performance management

Skills and Competencies:
 Strong leadership, coaching, and people management skills
 Customer-focused mindset with strong problem-solving and decision-making
abilities
 Ability to manage escalations calmly and professionally
 Data-driven approach with strong analytical and reporting skills
 Ability to thrive in a fast-paced, 24/7 operational environment

Others:
• Should not be a job hopper who only works for less than a year per company
• Must have the mandated documents, such as a TOR and a diploma, to qualify
• Should have no previous or recent application with TCS, nor be a former employee of TCS

PRE-SCREENING QUESTIONS:

1. How many years of Team Leader or Supervisory experience do you have in a BPO setting?
2. What domains or LOBs were you able to handle?
3. How much is your last drawn salary and expected salary?
4. Do you have your TOR and Diploma on hand?