Team Lead

2 days ago

Hyderabad, Telangana, India Credright Full time US$ 90,000 - US$ 1,20,000 per year

Role & responsibilities:

  • Supervise and lead a team of call center agents in handling inbound/outbound calls.
  • Ensure that agents meet or exceed performance targets.
  • Conduct regular team meetings, huddles, and performance reviews.
  • Monitor real-time operations and provide support during escalations or critical issues.
  • Provide training, mentoring, and coaching to improve agent skills and performance.
  • Handle escalated calls or issues as needed to ensure customer satisfaction.
  • Prepare and maintain reports related to team performance, attendance, and productivity.
  • Ensure adherence to company policies, processes, and compliance requirements.
  • Coordinate with other departments (e.g., QA, Training, Workforce Management) for operational efficiency.
  • Motivate team members and foster a positive, high-performance environment.

Preferred candidate profile

  • Strong leadership and team management skills
  • Excellent communication and interpersonal abilities
  • Problem-solving and conflict-resolution skills
  • Ability to analyze data and performance metrics
  • Customer-centric approach
  • Familiarity with call center tools and systems
  • Time management and multitasking capabilities

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