Job Description: - Manage key inbound metrics of the team such as Resource staffing, Staff/Login hours, AHT, Abandon Rate, Wrap Time, Queue management, CSAT, Shrinkage - Real-time data monitoring - Leading team meetings, asking questions to better understand the calls the team members are receiving, educating and coaching regarding processes and practices and explain expectations - Listen to team members' feedback and resolve any issues or conflicts - Discover training needs and provide coaching - Ensuring team members are achieving desired service levels like Quality , Productivity, targets and taking corrective action, as needed Requirement: - Practical experience of managing a team of 20-25 team members in a US process contact center - Good understanding of Metrics like CSAT, NPS and other call center Metrics like AHT, staffing, utilization, Shrinkage, etc - Knowledge of MS Excel, Word and PowerPoint - Ability to multitask and remain calm under pressure, especially during peak hours or intense situations - Exceptional interpersonal, Sales, problem-solving, verbal (US accent) and written communication and conflict resolution skills - Strong coaching and leadership skills, ability to motivate employees - Decisiveness and attention to detail - Should be able to analyze data and derive key insights Qualifications and Skills: - Proven experience (5+ years total and 2+ years as TL) in contact center role, with a track record of achieving targets in an International voice process (US) - Strong leadership and team management skills - Excellent communication, negotiation, and interpersonal abilities - Analytical mindset with the ability to interpret data and make data-driven decisions - Proficiency in using call center software and CRM systems - Problem-solving skills and ability to handle challenging situations - Strong organizational and time management skills - Adaptability to changing priorities and a fast-paced environment

Noida

DemandLane - Team Lead - International Voice Process - US 

Job Description for DemandLane - Team Lead - International Voice Process - US  in DEMANDLANE TECHNOLOGIES PRIVATE LIMITED in  Noida for (5-10) years of experience. Apply Now!