Team Lead International Voice Process

1 week ago

Bengaluru, Karnataka, India Golden Opportunities Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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

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