Team Leader Operations - US Voice | US MNC

Role-Team Leader- International Voice ProcessLocation- MohaliKey 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 : Ensure smooth daily operations of the voice process.Manage escalations and resolve complex customer issues.Maintain service level agreements (SLAs) and ensure quality standards.Training and Development : Assist in onboarding and training new team members.Organize regular skill development and process refresher sessions.Reporting and Analysis : Track and report team metrics.Analyze data to identify trends, gaps, and areas for improvement.Client and Stakeholder Communication : Liaise with international clients and internal stakeholders.Share updates, feedback, and improvement plans.