Contact Center Team Lead

Tata Consultancy Services•Delhi, India

fulltime

Consulting

10+ years

About the role

The ideal candidate will lead initiatives to generate and engage with business partners to build new business for the company. This candidate will be focused and have strong communication skills. They should be able to think critically when making plans and have a demonstrated ability to execute a particular strategy.

Role Title: Contact Center Lead

Location: India (Delhi preferred)

Experience: 10–18 years

Role Summary

The Contact Center Lead will be responsible for designing, implementing, and managing multi‑channel citizen‑service Contact Centers for Government programs. This includes operations management, technology integration, service‑quality governance, and compliance with Government standards.

The role requires strong experience in running large contact‑center operations, preferably for public‑sector or regulated industries.

Key Responsibilities

Lead setup and operations of Contact Centers (voice, email, chat, social, bots) for Government programs.
Drive citizen‑service excellence through SLA tracking, quality monitoring, workforce planning, and performance analytics.
Work with Government departments, PMUs, and vendor partners to ensure service continuity and adherence to contractual KPIs.
Oversee Contact Center technology stack (IVR, ACD, CRM, CTI, ticketing, knowledge bases) in collaboration with Infra, Security, and Solutioning teams.
Ensure compliance with Government norms on data privacy, security, accessibility, and reporting.
Manage onboarding, training, and development of Contact Center teams and vendor resources.
Support RFP responses for Contact‑Center‑related solutioning, operations models, and cost structures.

Must‑Have Skills

Proven experience in managing large Contact Centers (L1/L2 citizen‑service or customer‑service operations).
Strong understanding of contact‑center technologies (IVR, CRM, omnichannel platforms, WFM, QA tools).
Experience working with Government clients or regulated‑sector service programs.
Strong vendor‑management, governance, and SLA‑tracking skills.
Ability to lead teams in 24×7 operations, crisis management, and service‑recovery handling.

Preferred Background

Experience in public‑sector citizen‑service programs such as helplines, grievance‑redressal centers, or Government portals.
Familiarity with cloud‑based CCaaS solutions (AWS Connect, Avaya, Genesys, Cisco, etc.).
Certifications in ITIL, COPC, or contact‑center leadership programs.

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