Team Lead - US Voice Process

Position Overview:
MDI NetworX is seeking an experienced and dynamic Team Leader Customer Service to join our US Process International Voice team. The ideal candidate will be responsible for leading, mentoring, and managing a team of customer service associates to deliver exceptional service to US-based customers. This role requires strong leadership, people management, analytical, and problem-solving skills to ensure the team achieves performance targets and maintains high levels of customer satisfaction.

Key Responsibilities:

• Supervise and manage a team of associates in the US Process International Voice domain.
• Monitor team performance against KPIs including quality, productivity, and customer satisfaction.
• Conduct regular coaching, feedback, and performance reviews to develop team capabilities.
• Handle escalated customer queries and ensure prompt resolution.
• Prepare and analyze daily/weekly/monthly performance reports and share insights with management.
• 
  Drive process improvements to enhance customer experience and operational efficiency.
• Ensure adherence to compliance, policies, and standard operating procedures.
• Foster a positive work environment and promote team collaboration.
• Manage scheduling, workforce planning, and shift allocations as per business requirements.

Required Skills & Qualifications:

• Education: Minimum Bachelors degree preferred.
• Experience: 5+ years in international voice process/customer service with at least 2 years in a Team Lead role.

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• Communication: Excellent verbal and written communication skills in English.
• Leadership Skills: Strong people management, mentoring, and motivational abilities.
• Analytical Skills: Ability to analyze performance metrics, identify trends, and drive improvements.
• Technical Skills: Proficiency in CRM tools, MS Office, and reporting.
• Soft Skills: Problem-solving, decision-making, adaptability, and a customer-first mindset.

At MDI NetworX, we are looking for a proactive and results-driven leader who can inspire their team and deliver excellence in customer service. If you are passionate about leadership and customer success, we invite you to apply.