International Team Leader For Tanishq

Job Roles and Responsibilities Team Leader Position OverviewThe Team Leader Call Center is responsible for managing and guiding a team of call center agents to achieve operational excellence, maintain high service quality, and ensure that performance targets are consistently met. This role demands strong leadership, analytical skills, and a focus on motivating the team to deliver superior customer experience and meet organizational KPIs. Key Roles and Responsibilities1. Team Management and Leadership

• Supervise a team of call center agents, ensuring adherence to company policies and performance standards.
• Conduct daily team briefings to communicate goals, performance metrics, and updates.
• Foster a motivated, positive, and goal-oriented work environment.
• Identify skill gaps and implement coaching or performance improvement plans.
• Handle team queries, escalations, and conflicts with professionalism and empathy.

2. Performance Monitoring and Reporting

• Track individual and team performance against defined KPIs such as connects, quality scores, lead conversion (L2S), PKT, and on-time login.
• Generate and analyze daily/weekly/monthly performance reports.
• Share insights with management and recommend action plans for improvement.
• Conduct calibration sessions to ensure uniform quality standards across the team.

3. Quality and Customer Experience

• Ensure agents maintain a minimum quality score of 90% by adhering to call scripts and customer engagement standards.
• Regularly monitor calls and provide constructive feedback to enhance service delivery.
• Drive initiatives to improve customer satisfaction and first-call resolution.
• Ensure compliance with company policies, data security, and communication protocols.

4. Operational Excellence

• Ensure daily operations are aligned with organizational goals and SLA commitments.
• Maintain team discipline, punctuality, and attendance adherence.
• Oversee scheduling, shift management, and task delegation for optimal resource utilization.
• Collaborate with cross-functional teams (training, QA, HR) for smooth process flow.

5. Training and Development

• Conduct periodic training and refresher sessions on process updates, soft skills, and customer handling techniques.
• Coach agents to improve conversion rates and handle complex customer scenarios effectively.
• Encourage continuous learning, upskilling, and process improvement initiatives.

6. Escalation and Issue Resolution

• Act as the first point of contact for escalated customer issues.
• Analyze root causes and ensure timely closure of complaints.
• Maintain documentation for escalations and share feedback with concerned departments.

7. Reporting and Communication

• Provide regular performance summaries and reports to the Operations Manager.
• Communicate changes in policy, targets, or procedures effectively to the team.
• Participate in management meetings and contribute to process improvement discussions.

Skill set