Team Leader Operations - US Voice

As a Team Leader for the International Voice Process in Mohali, your responsibilities will include: - Team Management: - Supervising a team of voice agents. - Monitoring performance and ensuring adherence to targets such as call quality, average handling time, resolution rate, etc. - Handling team scheduling and attendance. - Providing coaching, feedback, and performance evaluations. - Operations Oversight: - Ensuring smooth daily operations of the voice process. - Managing escalations and resolving complex customer issues. - Maintaining service level agreements (SLAs) and ensuring quality standards. - Training and Development: - Assisting in onboarding and training new team members. - Organizing regular skill development and process refresher sessions. - Reporting and Analysis: - Tracking and reporting team metrics. - Analyzing data to identify trends, gaps, and areas for improvement. - Client and Stakeholder Communication: - Liaising with international clients and internal stakeholders. - Sharing updates, feedback, and improvement plans.,