Role OverviewThe Team Leader will oversee daily operations within e& CX Solutions, ensuring service excellence, team performance, and adherence to client requirements. This role requires strong leadership, communication, and problem-solving skills to drive customer satisfaction and operational efficiency.Key ResponsibilitiesLead and manage a team of customer experience agents.Monitor performance metrics, ensuring KPIs and SLAs are consistently met.Provide coaching, training, and support to team members to enhance skills and productivity.Act as the main point of contact between the client and internal stakeholders for operational updates.Handle escalations effectively, ensuring timely resolution and customer satisfaction.Prepare and present regular reports on team performance, challenges, and improvement plans.Collaborate with cross-functional teams to implement process improvements and optimize workflows.Qualifications & Skills1–2 years of experience in a supervisory or team leader role within customer service or CX solutions.Excellent command of English (spoken and written).Strong leadership and people management skills.Ability to analyze data and prepare performance reports.Problem-solving mindset with attention to detail.Flexibility to adapt to dynamic client needs and operational changes.What We OfferOpportunity to grow within e& CX Solutions.Exposure to diverse client operations.Supportive and collaborative work environment.