Enhanceplus

Role and Key Responsibilities: - Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. - Regularly impart effective coaching to team members, ensuring consistent high performance delivery. - Identify performance related issues, develop an action plan for improvement and implement corrective actions. - Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations. - Communicate expectations to employees and provide timely updates. - Provide subject matter expertise in handling escalated customer calls as needed. - Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. - Stay current on internal work processes, policies and procedures. Attend required manager development training. - Promote values- walk the talk and lead by example. Key skills & knowledge: - Associate's degree in related field with two to four years of relevant experience as Team lead in International voice process preferred - Highly motivated individual with skills to develop and coach team members to achieve performance expectations. - Work well under pressure and follow through on items to completion! - Strong oral and written communication skills; Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables. - Ability to mentor, coach and provide direction to team members. - Willingness to work in a flexible schedule. Educational qualification: Graduation/PG