Team Leader Operations

4 weeks ago

Mohali district India, IN Impetus Career Consultants Full time

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.

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