Team Lead

- Supervise, guide, and mentor a team of international voice agents to achieve daily, weekly, and monthly performance targets. - Manage call queues, allocate workflow, and ensure smooth operational delivery across shifts. - Conduct regular coaching sessions, feedback discussions, and performance evaluations for team members. - Monitor call quality, ensure adherence to scripts, process guidelines, and client expectations. - Handle escalations professionally and provide effective resolutions to customer issues. - Analyze MIS reports, daily call metrics, AHT, CSAT, QA scores, and other KPIs to identify gaps and improvement areas. - Collaborate with QA, Training, Workforce Management, and Client Services teams to maintain overall service standards. - Ensure compliance with organizational policies, data security, and global customer service protocols. - Drive team motivation, maintain high morale, and support employee development initiatives. - Participate in client calls, business reviews, and process improvement discussions.

Key Achievements (Sample Points – you can customize):

- Improved team CSAT scores by __%. - Reduced AHT by __% through coaching and process optimization. - Successfully handled escalation management with consistent positive feedback from clients. - Achieved __% SLA adherence for consecutive months. - Trained new hires and built a high-performing team for international voice support.