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Team Lead - International Voice Process

Team Lead - International Voice Process

Golden Opportunities

5 - 10 years

7 - 12 Lacs

Bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

International Voice Process Team Handling Customer Support Team Leading Shrinkage CSAT Subject Matter expert Inbound

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a performance-driven Team Leader to lead our international voice support team. The ideal candidate should bring 5+ years of total experience in a voice-based BPO setup with at least 1-2 years of hands-on experience in team handling. The role is crucial in maintaining operational excellence improving CSAT scores and ensuring minimal attrition. Key Responsibilities: Lead and manage a team of voice agents in delivering high-quality international customer support Drive and achieve targets for CSAT (Customer Satisfaction) AHT (Average Handling Time) FCR (First Call Resolution) and Quality Scores Actively monitor and improve customer experience through coaching and root cause analysis Implement initiatives to manage and reduce team attrition while maintaining high team morale Ensure timely escalations are resolved and service recovery is handled effectively Conduct regular one-on-one meetings and team huddles to communicate updates performance feedback and development plans Work closely with Quality and Training teams to identify and close skill gaps Analyze reports and dashboards to monitor performance trends and take corrective actions Maintain compliance with company policies and client-specific KPIs Foster a culture of accountability collaboration and continuous improvement Skills & Attributes: Strong understanding of customer experience metrics such as CSAT NPS and Quality Scores Demonstrated ability to handle attrition and engage teams positively Proactive leadership style with experience in coaching and mentoring Excellent verbal and written communication skills Ability to work under pressure and in a target-oriented environment Competence in using CRM tools reporting dashboards and workforce management tools Contact Person - Anusiya Contact Number - 9840114871 Email - Anusiya@gojobs.biz

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Team Lead - International Voice Process

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