Team Leader

 Roles and Responsibilities: 1. Develop and implement effective training programs to enhance team performance and productivity. 2. Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency. 3. Analyze KPIs such as AHT, Shrinkage, Attrition, Csat, Dsat, FCR, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSat), Agent Evaluation Scores etc. to drive business growth & overall performance metrics. 4. Ensure compliance with quality standards and regulatory requirements. 5. Manage a team of customer service representatives to achieve operational excellence in Inbound Voice Process. 6. Oversee daily operations, ensuring efficient use of resources and effective communication among team members. 7. Provide coaching and guidance to team members on product knowledge, sales techniques, and customer service standards. 8. Ensure compliance with company policies, procedures, and regulatory requirements.