International Team Lead

Job Summary :

The Voice Process Team Lead plays a pivotal role in driving team efficiency and ensuring high-quality service delivery. This leadership position demands exceptional leadership, performance management, and customer service skills.

Key Responsibilities :

• Team Management : Oversee a team of customer service representatives handling inbound and outbound voice calls.
• Attendance, Adherence, and Productivity Monitoring : Ensure seamless day-to-day operations by monitoring attendance, adherence, and productivity.
• Daily Briefings and Team Meetings : Foster open communication through regular daily briefings and team meetings.
• Performance and Quality Monitoring : Track key performance indicators (KPIs) and service level agreements (SLAs) to guarantee targets are met.
• Coaching and Feedback : Provide actionable feedback to enhance agent performance and drive growth.
• Escalation Handling : Address escalated issues with customers while prioritizing resolution and satisfaction.
• Training and Development : Facilitate onboarding and ongoing training for team members to bridge skill gaps.
• Process Improvement : Identify areas for improvement and implement process enhancements to boost efficiency.
• Communication and Reporting : Prepare comprehensive reports and present to management to ensure transparency.

We offer a positive work environment where you can thrive and grow as a leader. As a Voice Process Team Lead, you will have the opportunity to foster a culture of engagement, motivation, and recognition within your team.