Team Leader Operations

11 hours ago

Mohali, India 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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