Team Leader Operations - US Voice | US MNC

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 :

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.