Process Trainer

Job Title:

Location:

Job Summary:

Team Lead

Key Responsibilities:

• Lead, motivate, and manage a team of voice process agents to achieve performance targets (AHT, CSAT, QA, adherence, etc.)

• Monitor daily operations and provide regular feedback and coaching to team members

• Conduct team meetings, performance reviews, and manage escalations effectively

• Ensure adherence to company policies and quality standards

• Prepare and share reports on team performance with management

• Collaborate with quality and training teams to ensure consistent performance improvement

• Handle roster planning, shrinkage, and leave management

• Drive team engagement and maintain a positive team environment

Requirements:

• 1.6 years of experience as a Team Lead

• Strong communication, interpersonal, and leadership skills

• Ability to manage pressure and work in a target-oriented environment

• Analytical mindset with basic proficiency in MS Excel and reporting tools

• Willingness to work in rotational shifts and weekends if required

• Bangalore

Preferred Qualifications:

• Bachelors degree or equivalent

• Experience in customer support, technical support, or sales process (international)

• Familiarity with CRM tools and call center software