Team Lead

Golden Opportunities

5 - 10 years

2 - 5 Lacs

hyderabad

Posted:6 hours ago| Platform:

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Skills Required

team handling international voice process leadership kpi sla shrinkage voice process attrition aht call monitoring fcr people management csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Leader (SME)

Role & responsibilities

Team Leader (International Voice Process / SME)

Responsible for managing a team of agents handling international voice-based customer interactions (US/UK/AUS shifts).
Supervise daily operations to ensure timely and efficient service delivery while meeting SLA and KPI targets (AHT, CSAT, FCR, QA).
Monitor individual and team performance, provide regular coaching, feedback, and performance reviews.
Handle customer escalations and provide resolution while maintaining high customer satisfaction.
Conduct regular call audits and ensure adherence to quality and compliance standards.
Drive process improvements, productivity initiatives, and team engagement activities.

Prepare daily/weekly/monthly reports on performance, trends, and improvement plans for internal and client stakeholders.
Participate in client calibration calls, internal review meetings, and contribute to operational planning.
Collaborate with cross-functional teams to ensure alignment and issue resolution.

Preferred candidate profile

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