Team Leader - Domestic Call Center Operation

Supervise and monitor daily call center operations, ensuring efficiency and adherence to processes.

Develop strategies to improve customer service quality and operational efficiency.

Coordinate the launch of new projects and develop standard operating procedures (SOPs) for process implementation.

Lead, motivate, and mentor a team of Customer Service Representatives to achieve KPIs(call handling time, service quality, customer satisfaction, and productivity).

Provide regular coaching, training, and performance feedback to agents.

Handle escalated calls and resolve customer complaints with professionalism.

Prepare and share daily, weekly, and monthly performance reports with management & and Clients.

Develop and implement strategies to improve service delivery and customer experience.

Maintain discipline, punctuality, and professionalism within the team.

Coordinate with HR, Training, and Operations teams for recruitment, training, and skill development.

Ensure compliance with company policies, procedures, and regulatory requirements.

Continuously monitor agent performance through call monitoring, QA reports, and real-time dashboards.

Implement and optimize CRM tools and call center software.

Prepare and present regular reports on call center performance, and key metrics to senior management & to the Clients.

Assist in identifying and pursuing new business opportunities to drive revenue growth.