Team Lead

Key Responsibilities

• Drive Operational Excellence: Champion a culture of high performance, guiding your team to consistently exceed customer expectations and shatter service-level targets (SLAs).
• Cultivate & Coach Talent: Serve as a mentor by providing actionable feedback, identifying skill gaps, and building tailored development pathways to transform agents into top-tier performers.
• Optimize Daily Workflows: Strategically oversee real-time queues and interactions to protect service integrity, champion quality standards, and ensure total policy alignment.

Job Requirements

• Educational Background: Completed Bachelor's degree in any course.
• Leadership Experience: Minimum of 1 year of proven success in a Team Leader or Supervisory role within a fast-paced environment.
• Domain Expertise: At least 6 months of direct hands-on experience handling voice-account customer service workflows.
• Communication Mastery: Exceptional written and verbal articulation, with a natural ability to connect, persuade, and influence at all organizational levels.
• Data Literacy: Highly proficient in MS Office (Excel, Word) with a passion for leveraging granular performance data and performance metrics to drive business decisions.