Executive / Senior Executive - Team Leader

Team Leadership
Lead, supervise, and motivate team members to achieve daily performance targets while managing shift schedules, attendance, and team briefings.

Performance & Quality Management
Track key performance metrics (AHT, CSAT, FCR, and Quality), ensure compliance with operational standards, conduct call evaluations, and provide constructive feedback for continuous improvement.

Training & Team Development
Coach and mentor team members, support the onboarding of new employees, and ensure the team remains updated on processes and policy changes.

Reporting & Coordination
Generate performance reports, escalate operational issues when necessary, and facilitate effective communication between management and the team.

Customer Service & Process Improvement
Resolve escalated customer concerns, maintain high service standards, and recommend process enhancements while promoting a culture of continuous feedback and improvement.