Team Lead – US Voice Process

Job Role and Responsibilities 1. Team Management: o Lead and manage a team of voice process agents. o Monitor performance, provide coaching, and conduct regular one-on-ones. o Ensure team adherence to quality, productivity, and customer satisfaction metrics. 2. Operations Oversight: o Oversee daily operations, including shift scheduling, attendance, and workflow. o Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met. o Coordinate with quality assurance, training, and workforce teams. 3. Client and Stakeholder Communication: o Act as the point of contact for escalations or client feedback. o Prepare and deliver performance reports and updates to higher management or clients. 4. Training and Development: o Identify training needs and arrange upskilling sessions. o Onboard new team members and ensure knowledge retention. 5. Process Improvement: o Analyze call data and identify areas for process improvements. o Recommend and implement strategies for performance enhancement. ️Key Skills Required  Excellent verbal and written English communication.  Leadership and people management.  Knowledge of international customer service standards.  Experience with CRM systems, call monitoring tools, and reporting dashboards.  Problem-solving and conflict resolution.  Time management and multitasking. Typical Requirements  Bachelor’s degree or equivalent.  4 years of experience in an international voice process, with at least 1–2 years in a leadership role.  Willingness to work in night shifts or rotational shifts.  Familiarity with US client handling is often preferred.