Team Lead, Management

Role Overview
We are looking for an experienced Team Leader – Operations to manage team performance, customer experience, and advisor development in an international voice process. The role involves driving operational KPIs, team engagement, and service excellence while ensuring smooth day-to-day operations.

Key Responsibilities
Manage team performance, productivity, and customer experience in real time.
Monitor operational metrics such as service levels, adherence, quality, and efficiency.
Conduct regular coaching, feedback sessions, and performance reviews for advisors.
Handle customer escalations, callbacks, and complaint resolution effectively.
Drive customer satisfaction through first-call resolution and process adherence.
Analyze reports, identify trends/root causes, and implement improvement plans.
Ensure team engagement, employee development, and positive work culture.
Coordinate with internal teams for process improvements and compliance adherence.

Required Skills & Competencies
Strong people management and coaching skills

Good analytical and reporting skills (Excel knowledge preferred)
Excellent communication and conflict management abilities
Customer-centric approach with strong escalation handling experience
Ability to manage operational KPIs and team deliverables effectively

Eligibility Criteria
Experience as a Team Leader on paper (18 Months)
Experience in international voice operations is mandatory
Graduation required;
Candidates from domestic, lead generation, white paper, business development, or RPO backgrounds will not be considered.

Shift & Working Details
Fixed US Shift Schedule
Transportation Facility Not Provided