Key Responsibilities Team Leader (International Voice Process)
Lead & Manage: Guide a team of voice agents to achieve and exceed SLA targets in Quality, AHT, CSAT, and Attendance.
Performance Monitoring: Monitor live calls, dashboards, and metrics; provide timely feedback and coaching to agents.
Escalation Management: Handle escalated customer queries promptly to ensure effective resolution.
Team Engagement: Conduct daily huddles and weekly performance reviews while maintaining high team motivation.
Cross-Functional Collaboration: Work closely with QA, Training, and Workforce teams to drive continuous performance improvement.
Reporting & Analysis: Prepare performance reports and attendance dashboards for management reviews.
Process Improvement: Implement team-level initiatives to enhance productivity, reduce attrition, and boost employee morale.
Compliance & Standards: Ensure strict adherence to company policies and client expectations.

📌 Bpo Team Lead Mysuru
🏢 GlowTouch
📍 Mysuru