Role & 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.
- Analyse 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

Preferred candidate profile

- Experience as a Team Leader on paper (12 Months)
- Experience in international voice operations is mandatory
- Graduation required
- Candidates from domestic, lead generation, whitepaper, business development, or RPO backgrounds will not be considered.

Shift and Working Days

- Fixed US Shift Schedule
- Weekly Offs: Sunday & Monday
- Transportation Facility Not Provided

📌 Teal Leader - BPO ( Voice) (Pune)
🏢 AM Infoweb
📍 Pune