
Team Leader Operations
8 hours ago
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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