We are looking for a dynamic and results-driven Team Leader – Operations to lead a team of Customer Support Associates in an International Voice Process. The ideal candidate will be responsible for driving team performance, ensuring service excellence, meeting client KPIs, and coaching team members to deliver exceptional customer experiences.
Key Responsibilities
- Manage and lead a team of Customer Support Associates.
- Monitor daily team performance and ensure achievement of KPIs, including Quality, Productivity, AHT, CSAT, Attendance, and Schedule Adherence.
- Conduct regular team huddles, one-on-one coaching sessions, and performance reviews.
- Analyze performance metrics and implement action plans to improve results.
- Support new hires during onboarding and nesting.
- Collaborate with QA and Training teams to address performance gaps.
- Ensure compliance with client requirements, company policies, and process guidelines.
- Handle customer escalations and provide timely resolutions.
- Prepare daily, weekly, and monthly performance reports.
- Motivate, mentor, and develop team members to achieve individual and team goals.
- Manage shift schedules, leave planning, and workforce utilization.
- Drive employee engagement initiatives and maintain high team morale.
- Identify opportunities for process improvements and operational efficiency.
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
