Supervise, guide, and mentor a team of international voice agents to achieve daily, weekly, and monthly performance targets.
Manage call queues, allocate workflow, and ensure smooth operational delivery across shifts.
Conduct regular coaching sessions, feedback discussions, and performance evaluations for team members.
Monitor call quality, ensure adherence to scripts, process guidelines, and client expectations.
Handle escalations professionally and provide effective resolutions to customer issues.
Analyze MIS reports, daily call metrics, AHT, CSAT, QA scores, and other KPIs to identify gaps and improvement areas.
Collaborate with QA, Training, Workforce Management, and Client Services teams to maintain overall service standards.
Ensure compliance with organizational policies, data security, and global customer service protocols.
Drive team motivation, maintain high morale, and support employee development initiatives.
Participate in client calls, business reviews, and process improvement discussions.

Key Achievements (Sample Points you can customize):

Improved team CSAT scores by __%.
Reduced AHT by __% through coaching and process optimization.
Successfully handled escalation management with consistent positive feedback from clients.
Achieved __% SLA adherence for consecutive months.
Trained new hires and built a high-performing team for international voice support.

Team Lead