Role Overview
We are looking for an experienced Team Leader – Operations to manage team performance, customer experience, and advisor development in an international voice process. The role involves driving operational KPIs, team engagement, and service excellence while ensuring smooth day-to-day operations.
Key Responsibilities
- Manage team performance, productivity, and customer experience in real time.
- Monitor operational metrics such as service levels, adherence, quality, and efficiency.
- Conduct regular coaching, feedback sessions, and performance reviews for advisors.
- Handle customer escalations, callbacks, and complaint resolution effectively.
- Drive customer satisfaction through first-call resolution and process adherence.
- Analyze reports, identify trends/root causes, and implement improvement plans.
- Ensure team engagement, employee development, and positive work culture.
- Coordinate with internal teams for process improvements and compliance adherence.
Required Skills & Competencies
- Strong people management and coaching skills
- Good analytical and reporting skills (Excel knowledge preferred)
- Excellent communication and conflict management abilities
- Customer-centric approach with strong escalation handling experience
- Ability to manage operational KPIs and team deliverables effectively
Eligibility Criteria
- Experience as a Team Leader on paper (18 Months)
- Experience in international voice operations is mandatory
- Graduation required;
- Candidates from domestic, lead generation, whitepaper, business development, or RPO backgrounds will not be considered.
Shift & Working Details
- Fixed US Shift Schedule
- Transportation Facility Not Provided
