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Role & 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. - Analyse 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 Preferred candidate profile - Experience as a Team Leader on paper (12 Months) - Experience in international voice operations is mandatory - Graduation required - Candidates from domestic, lead generation, whitepaper, business development, or RPO backgrounds will not be considered. Shift and Working Days - Fixed US Shift Schedule - Weekly Offs: Sunday & Monday - Transportation Facility Not Provided .