Team Lead

As a Team Lead at Foundever, you will be responsible for leading and developing a team of Agents. Your key duties will include:

• Building, coaching, and directing a team of Agents to achieve performance goals.
• Identifying individual training and development needs for Agents and implementing best practices for their growth.
• Ensuring Agents adhere to established timekeeping policies and procedures.
• Providing support for escalations and handling complex customer interactions.
• Reviewing and communicating weekly performance, quality, and attendance reports at both individual and team levels.
• Utilizing call monitoring, quarterly checklists, and certification checklists as outlined in client process and procedure documents.
• Administering disciplinary actions in accordance with agency human resources policies and applicable laws.
• Coordinating and managing reward and recognition programs to motivate the team.
• Participating in special projects and performing other assigned duties as needed.
• Contributing suggestions to the Program Lead to help align with cross-functional teams and ensure goal achievement.

This role is based in Chennai, Tamil Nadu, India, and is crucial for maintaining high standards of customer service.