Team Lead-Voice

Job Summary

The Candidate is responsible for overseeing daily operations for a team of 15 to 25, ensuring production targets are met with quality output. Additionally responsible for maintaining compliance, standards and following regulations. The Team Lead will coordinate between Front End users, management and client for streamlined performance.

Key Responsibilities

• Responsible for the day-to-day management of 15 – 25 front level employees
• Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction
• Minimize errors/feedback and increase first touch resolution through effective coaching, support, supplemental training and understanding of departmental procedures to maximize utilization of resources
• Provide feedback on performance, monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to company policies and procedures
• Recommend and/or make decisions in personnel related matters (Attrition, disciplinary actions, and terminations).
• Assist with attendance documentation, weekly timesheet validation and schedule adherence.
• Monitor and adjust staffing levels to ensure service levels are being met with continued focus on exceeding performance requirements.
• Act as point of contact for escalated account issues or problems that occur by directly responding to escalated calls from customers
• Timely response to mails

Skill Requirements

• Microsoft Office (Excel and PPT Preferred)
• High proficiency in communication (Written and spoken)
• Focuses on delivering a positive customer experience 
• Proven leadership experience. Should be a team player.
• Ability to develop, lead and motivate a team.
• Ability to identify process improvement ideas for implementation
• Ability to provide and support a vision and direction.
• Proficiency to assemble, organize and sequence work.

Other Requirements