"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 (Coimbatore)
🏢 Foundever
📍 Coimbatore