Greetings from Sagility
Urgent hiring for Team leader contact center for Sagility Health, Bangalore location.
Looking for at least 1 year of experience on papers as a team leader from Internation contact center, preferrable who supported for US , UK or Australian market.
Job Title: Team Lead - US Voice Process
Level/Salary Range: OM1
Reporting to: Assistant Manager
Location: Bangalore
Working Hours/Days: 9 Hours / 5 Rotational Days a Week
Shift: Rotational Night Shifts
Company URL:
Job Description:
As a Team Leader in our US Voice Contact Center, you will oversee a team of 20-30 customer service representatives, ensuring they provide outstanding service to US-based customers. You will be responsible for guiding your team to meet and exceed performance targets, managing daily operations, and maintaining high standards of customer satisfaction. Excellent English communication skills are essential for this role.
Preferable looking for experience in US health insurance voice process .
Should have positive experience in all contact center metrics like AHT , MPS , CSAT and tools .




Key Responsibilities:
Team Management:
Lead, mentor, and motivate a team of 20-30 customer service representatives.
Conduct regular team meetings, one-on-ones, and performance reviews.
Address team concerns and provide feedback for continuous improvement.
Performance Monitoring:
Monitor and analyze team performance metrics.
Set and track performance targets and KPIs.
Implement strategies to achieve and exceed performance goals.
Quality Assurance:
Ensure adherence to quality standards and protocols.
Conduct regular quality checks and audits of calls.
Provide coaching and training to enhance service quality.
Operational Management:
Manage daily operations to ensure efficient workflow and resource allocation.
Handle escalated customer issues and complaints.
Collaborate with other departments to resolve complex issues.
Reporting:
Prepare and present regular performance reports to senior management.
Anal

📌 Team leader operations For international Voice process (Bengaluru)
🏢 Sagility India Private
📍 Bengaluru