Team Lead

Role & Responsibilities:

• Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
• Monitor work and attendance in accordance with organizational policies and legal requirements.
• Provide effective coaching to direct reports to ensure consistent high performance.
• Identify performance-related issues, develop improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Handle escalated customer calls and provide subject matter expertise.
• Conduct team meetings to communicate updates and encourage feedback.
• Organize team activities and foster engagement.
• Stay updated on internal processes, policies, and procedures.
• Attend required leadership and development training.
• Promote CNX values“Walk the talk” and lead by example.

Desired Skills: -

• Associate's degree in a related field with 2–4 years of relevant experience preferred.
• Prior experience in a voice process (inbound/outbound/customer service/sales).
• Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
• Knowledge of absenteeism, attrition, and workforce management.
• Ability to coach and develop team members to meet performance expectations.
• Strong oral communication and listening skills.
• Ability to lead, multitask, prioritize, and meet deadlines.
• Experience in handling escalations and driving resolution.
• Willingness to work in a flexible schedule.
• Minimum one year of experience as a Team Leader in a voice process.