Team Leader Operations - US Voice | US MNC

As a Team Leader in the International Voice Process at Mohali location, your role involves the following key responsibilities: - Team Management: - Supervise a team of voice agents effectively. - Monitor performance to ensure adherence to targets such as call quality, average handling time, and resolution rate. - Handle team scheduling and attendance efficiently. - Provide coaching, feedback, and conduct performance evaluations. - Operations Oversight: - Ensure the smooth daily operations of the voice process. - Manage escalations and successfully resolve complex customer issues. - Maintain service level agreements (SLAs) and uphold quality standards. - Training and Development: - Assist in onboarding and training new team members. - Organize regular skill development and process refresher sessions for continuous improvement. - Reporting and Analysis: - Track and report team metrics accurately. - Analyze data to identify trends, gaps, and areas for improvement effectively. - Client and Stakeholder Communication: - Liaise with international clients and internal stakeholders professionally. - Share updates, feedback, and improvement plans clearly and timely.,