Job Description

The Role:

As a Team Leader for the Voice Process in an international calling environment you will be responsible for leading and managing a team of customer service representatives. Your role will involve overseeing the day-to-day operations ensuring service quality and achieving performance targets.

Responsibilities:

• Team Management
• Oversee day-to-day operation
• Supervise and guide a team of customer service representatives.
• Assign tasks and set performance goals to achieve targets.
• Provide coaching and training to team members for skill development.
• Monitor individual and team performance and provide regular feedback.
• Motivate and inspire the team to deliver exceptional customer service.

Process Execution:

• Ensure smooth operations and adherence to established processes.
• Handle escalations and resolve customer complaints or issues.
• Collaborate with other teams or departments to resolve complex problems.
• Conduct regular team meetings to discuss s goals and challenges.
• Maintain accurate records of team performance and service metrics.

Quality Assurance:

• Monitor and evaluate calls to ensure quality standards are met.
• Provide feedback and coaching to team members to improve performance.
• Implement quality improvement initiatives to enhance customer satisfaction.
• Conduct regular audits to identify areas for improvement and address training
  needs.

Performance Management:

• Set performance targets and track individual and team performance.
• Analyze performance data and identify trends or areas of improvement.
• Develop action plans to address performance gaps and drive results.
• Recognize and reward high-performing team members.
• Prepare performance reports and present them to the management team.

Communication and Collaboration:

• Foster a positive and collaborative work environment.
• Communicate effectively with team members and stakeholders.
• Coordinate with other teams to ensure seamless operations.
• Act as a liaison between the team and upper management.
• Provide regular s on team performance and operational issues.