Team Lead

Role & responsibilities

Supervise, guide, and motivate a team of agents to meet performance targets (KPI, SLA, quality, etc.).

Monitor and manage team attendance, adherence, and productivity

Conduct quality audits and provide feedback to improve service delivery

Ensure agents meet or exceed customer satisfaction (CSAT) and resolution targets

Provide coaching, mentoring, and training to team members

Ensure timely reporting and escalation of issues as required.

Monitor workflow and ensure smooth operations.

Track and analyze metrics such as AHT (Average Handling Time), FCR (First Call Resolution), and CSAT.