Team Lead

Role Overview We are looking for an experienced Team Leader – Operations to manage team performance, customer experience, and advisor development in an international voice process. The role involves driving operational KPIs, team engagement, and service excellence while ensuring smooth day-to-day operations. Key Responsibilities Manage team performance, productivity, and customer experience in real time. Monitor operational metrics such as service levels, adherence, quality, and efficiency. Conduct regular coaching, feedback sessions, and performance reviews for advisors. Handle customer escalations, callbacks, and complaint resolution effectively. Drive customer satisfaction through first-call resolution and process adherence. Analyze reports, identify trends/root causes, and implement improvement plans. Ensure team engagement, employee development, and positive work culture. Coordinate with internal teams for process improvements and compliance adherence. Required Skills & Competenci...