Team Lead Operation ( International Voice Process) (Mumbai)

MinutestoSeconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects. We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions. Requirements Role: Team Leader Designation : Team Leader Location : Mumbai Minimum Years of Experience :3= Role and Key Responsibilities: - Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements - Regularly impart effective coaching to direct reports, enabling consistent high performance delivery - Identify performance related issues, develop an action plan for improvement and implement corrective action - Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations - Communicate expectations to employees and provide timely updates - Provide subject matter expertise in handling escalated customer calls as needed - Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities - Stay current on internal work processes, policies and procedures. Attend required manager development training - Promote CNX values- walk the talk and lead by example Key skills & knowledge: - Associates degree in related field with two to four years of relevant experience preferred - Highly motivated individual with skills to develop and coach team members to achieve performance expectations - Work well under pressure and follow through on items to completion - Solid communication skills, both written and verbal - Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables - Ability to mentor, coach and provide direction to team members - Willingness to work in a flexible schedule Educational Qualification : Graduation .