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Team Leader Operations - US Voice | US MNC
Impetus Career ConsultantsMohali district, India, India30+ days ago
Job descriptionEnsure smooth daily operations of the voice process. Manage escalations and resolve complex customer issues. Maintain service level agreements (SLAs) and ensure quality standards. Assist in onboarding and training new team members. Organize regular skill development and process refresher sessions. Track and report team metrics. Analyze data to identify trends, gaps, and areas for improvement. Liaise with international clients and internal stakeholders. Share updates, feedback, and improvement plans.
Role-Team Leader- International Voice Process
Location- Mohali
Key Responsibilities :
Team Management :
- Supervise a team of voice agents.
- Monitor performance and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
- Handle team scheduling and attendance.
- Provide coaching, feedback, and performance evaluations.
Operations Oversight :
Training and Development :
Reporting and Analysis :
Client and Stakeholder Communication :
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Team Leader Operation • Mohali district, India, India
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