Team Leader - International BPO Voice Process

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