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

📌 Team Lead (Tamil Nadu)
🏢 Foundever
📍 Tamil Nadu