
Team Leader
2 days ago
Job Overview:
- We are looking for a dynamic Team Leader experience in international voice processes to manage a team of 20+ agents. The role requires strong people management skills, excellent communication, and a background in BPO voice operations.
Key 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. Conduct regular one-on-ones, team huddles, and performance reviews.
- 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.
Skills & Attributes:
- Minimum 1-2 years of experience as TL in an international voice process. Excellent English communication and interpersonal skills.
- Strong leadership, problem-solving, and analytical abilities. Ability to manage large teams and high-pressure environments. Flexibility to work in rotational shifts and handle global time zones.
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