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Team Leader Operations - US Voice | US MNC

0 years

0 Lacs

Mohali district India

Posted:1 month ago| Platform: Linkedin logo

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Skills Required

scheduling coaching resolve service training onboarding development reporting report analyze data

Work Mode

On-site

Job Type

Full Time

Job Description

Role-Team Leader-


Location- Mohali


🔹 Key Responsibilities:

Team Management

  • Supervise a team of voice agents.
  • Monitor performance and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
  • Handle team scheduling and attendance.
  • Provide coaching, feedback, and performance evaluations.

Operations Oversight

  • Ensure smooth daily operations of the voice process.
  • Manage escalations and resolve complex customer issues.
  • Maintain service level agreements (SLAs) and ensure quality standards.

Training and Development

  • Assist in onboarding and training new team members.
  • Organize regular skill development and process refresher sessions.

Reporting and Analysis

  • Track and report team metrics.
  • Analyze data to identify trends, gaps, and areas for improvement.

Client and Stakeholder Communication

  • Liaise with international clients and internal stakeholders.
  • Share updates, feedback, and improvement plans.

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