Team Leader - International BPO Voice Process

Role and Key Responsibilities:

- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.

- Regularly impart effective coaching to team members, ensuring consistent high performance delivery.

- Identify performance related issues, develop an action plan for improvement and implement corrective actions.

- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.

- Communicate expectations to employees and provide timely updates.

- Provide subject matter expertise in handling escalated customer calls as needed.

- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

- Stay current on internal work processes, policies and procedures. Attend required manager development training.

- Promote values- walk the talk and lead by example.

Key skills & knowledge:

- Associate's degree in related field with two to four years of relevant experience as Team lead in International voice process preferred

- Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

- Work well under pressure and follow through on items to completion!

- Strong oral and written communication skills; Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.

- Ability to mentor, coach and provide direction to team members.

- Willingness to work in a flexible schedule.

Educational qualification: Graduation/PG