Team Leader, Operations
Based in India
Core
Supervise day-to-day operations of a voice process team, ensuring adherence to performance metrics and service delivery KPIs.
Role type
Team Leader, Voice Operations
Builds
Customer engagement services for global clients
Domain
Business Services / Customer Engagement
Required skills
Voice process metrics (AHT, CSAT, FCR, service levels), team coaching, performance management, escalation handling, workforce management, oral communication
Preferred skills
Associate's degree, 2–4 years in voice process, prior Team Leader experience (1+ year), flexible schedule availability
Technologies
None stated
Responsibilities
Supervise team operations and monitor attendance, coach direct reports for high performance, handle escalated customer calls, conduct team meetings, implement corrective actions for performance issues
Seniority
Mid-level, hands-on IC