
Team Lead International Voice Process
2 days ago
Role & responsibilities
- Lead a team of 20+ agents in an international voice support environment.
- Monitor and manage daily performance metrics (AHT, Quality, CSAT, etc.).
- Coach, mentor, and motivate team members to achieve individual and team KPIs.
- Handle escalations, client interactions, and process improvement initiatives.
- Ensure shift discipline, attendance adherence, and manage team rosters.
- Drive high customer satisfaction and maintain SLA adherence.
- Analyse Shrinkage and attrition management
Preferred candidate profile
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