Team Leader - International BPO Voice Process

Role and Key Responsibilities :

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Regularly impart effective coaching to team members, ensuring consistent high performance delivery.
• Identify performance related issues, develop an action plan for improvement and implement corrective actions.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote values- walk the talk and lead by example.

Key skills & knowledge :

Educational qualification : Graduation / PG

(ref : iimjobs.com)