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