Sales Team Lead - International Process

Role Overview: As a Team Leader in the international BPO sector, your main responsibility will be to lead and manage a team of 30 agents in an international voice process. You will be required to achieve SLA, quality, productivity, and compliance goals while monitoring performance using KRA/KPI metrics. Conducting coaching, feedback sessions, and performance reviews will also be part of your duties. Additionally, you will handle escalations, work on improving CSAT, and coordinate with clients. Tracking various reports such as shrinkage, attrition, and adherence will be crucial, along with collaborating with QA, HR, WFM, and Training teams. Driving team engagement, maintaining discipline, and ensuring policy adherence are also key aspects of this role. Key Responsibilities: - Lead and manage a team of 30 agents in an international voice process - Achieve SLA, quality, productivity & compliance goals - Monitor performance using KRA/KPI metrics - Conduct coaching, feedback, and performance reviews - Handle escalations, improve CSAT & client coordination - Track reports: shrinkage, attrition, adherence, etc. - Collaborate with QA, HR, WFM & Training teams - Drive team engagement, discipline & policy adherence Qualifications Required: - Graduate with excellent English (verbal & written) - 2+ years as a Team Leader in an international voice process - Strong leadership, people management, and analytical skills - Flexible for 24/7 rotational shifts (incl. weekends/holidays) Additional Details: The role requires a good understanding of KRA/KPI concepts, BPO metrics, and proficiency in Excel, including VLOOKUP, Pivot, etc. Familiarity with attrition and shrinkage formulas will be beneficial. This is a permanent position with benefits including health insurance and provident fund. The work location is in person at Kudlu Gate, Bangalore.,