As a team lead, he/she would have experience in a supervisory/manager role in a call center. The incumbent would be the primary point of contact with the client and would be responsible for all day-to-day activities.

Key responsibilities

• End-to-end service delivery as per direction from the client.
• Provide insights to the leadership on areas of improvement and manage change within the process.
• Resource management — to assure delivery consistency and high-quality service.
• Resource development to ensure that learning and capability enhancement are a focus area.
• Continuous improvement to improve service delivery and ensure maximized efficiencies across all program processes.
• Propose corrective/improvement solutions based on facts and data and implement and track improvement projects throughout the program.
• Ensure consistency with the customer by calibrating quality ratings throu...