Job Description “ Team Lead ” means Personnel of Agency, its branch, subsidiary or subcontractor (if any), whose responsibilities shall include the following:
n 1. Building, coaching, and directing a team of Agents;
n 2. Identifying training and development goals for Agents and leveraging best practices for Agent development;
n 3. Ensuring Agents are adhering to the appropriate use of timekeeping;
n 4. Supporting Escalations as needed and handling Team Lead calls;
n 5. Reviewing and communicating weekly (at a minimum) performance, quality, and attendance reports at the individual and team level;
n 6. Using call monitoring, quarterly checklists, and certification checklists as provided in Client’s process and procedure documents;
n 7. Administering disciplinary actions according to Agency’s human resources policy and Applicable Law;
n 8. Coordinating reward and recognition programs;
n 9. Participating in special projects as needed and performing other duties as assigned; and
n 10. Providing suggestions to Program Lead who will liaise with cross functional teams to ensure goals are achievable.

📌 Team Lead (Chennai)
🏢 Foundever
📍 Chennai