Team Lead Contact Center

About the role

Ameriprise India LLP, part of Ameriprise Financial Inc., seeks a Team Lead Contact Center to provide specialized phone service to high-priority advisors and clients within the Client Service job family. The role involves leading a team of contact center resources, resolving escalated complex service issues, coaching agent performance, and conducting quality reviews. Based in Noida or Gurugram, India, this full-time position operates on a hybrid work model requiring at least three days in the office per week.

What you’ll do

• Lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries daily.
• Coach phone agent performance via email, phone, and face-to-face interactions regarding policies, procedures, system knowledge, and customer service skills.
• Partner with Human Resources and functional Leaders to formulate career progression and employee development plans.
• Provide leadership guidance and motivate team members through effective coaching, mentoring, 1-0-1 meetings, huddles, and team meetings.
• Perform quality review functions including real-time and recorded call monitoring, end-to-end error checking, reporting, and validation.
• Share quality results with phone agents and leaders, identify gaps, and facilitate trainings as a mentor.
• Assist in customer service-related, business-driven process improvement initiatives or related projects.
• Participate in business-driven projects and initiatives.

What you’ll bring

• Experience in a service call center or transaction processing.
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Proven ability to research and resolve complex, high-priority service issues in a timely manner.
• Strong written and verbal communication skills.
• Demonstrated ability to work directly with high-priority internal and external customers.
• Experience of team handling.

Nice to have

• Product-specific or financial services industry experience.
• Prior experience with service recovery techniques and processes.

Skills