International Voice Process

Job Title:

Experience Required:

Location:

Employment Type:

Shift:

Job Summary:

Team Leader

Key Responsibilities:

• Supervise, manage, and motivate a team of international voice agents.
• Monitor team performance, track KPIs, and ensure SLA adherence.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Handle escalated calls and resolve customer issues efficiently.
• Provide feedback to agents to improve performance, quality, and customer satisfaction.
• Ensure process compliance, documentation, and reporting.
• Work closely with Quality, Training, and Operations to enhance process effectiveness.
• Prepare and present team performance reports to management.
• Assist in hiring and onboarding of new team members when required.

Requirements:

• Minimum 6 months to 1 year of experience as a Team Leader in an 

  International Voice Process

  .
• Strong communication and interpersonal skills.
• Sound knowledge of call center KPIs and performance metrics.
• Ability to handle pressure and lead a team in a target-driven environment.
• Proficiency in MS Office tools (Excel, PowerPoint, etc.).
• Flexibility to work in night shifts and rotational offs.

Preferred Qualifications:

• Graduation in any stream.
• Experience in customer support, technical support, or sales campaigns.
• Prior exposure to CRM tools and dialer systems.