Team Lead - International Voice Process

Job Summary:

The Team Lead will be responsible for supervising a team of customer service executives handling international voice-based operations. The role involves ensuring service delivery excellence, achieving performance targets, and maintaining a high standard of customer satisfaction through effective team management, process improvement, and coaching.

Key Responsibilities:

• Team Management:

• Lead, motivate, and manage a team of voice process associates to achieve KPIs (AHT, CSAT, FCR, Quality, and Attendance).
  
• Conduct regular team meetings, performance reviews, and one-on-one feedback sessions.
  
• Manage team rosters, attendance, and daily operations efficiently.
  

• Performance & Quality Monitoring:

• Track and analyze team performance metrics.
  
• Provide coaching and mentoring to improve agent performance and product knowledge.
  
• Ensure compliance with company policies, process guidelines, and client SLAs.
  

• Customer Experience:

• Handle escalations and ensure timely resolution of customer queries.
  
• Identify and address process gaps affecting customer satisfaction.
  
• Maintain a customer-first approach in all communications and decisions.
  

• Training & Development:

• Conduct refresher trainings and upskilling sessions as required.
  
• Work closely with Quality and Training teams for process improvements.
  

• Reporting & Coordination:

• Prepare daily, weekly, and monthly performance reports.
  
• Collaborate with internal stakeholders and clients for smooth process functioning.
  

Key Skills & Competencies:

• Excellent communication and interpersonal skills (verbal & written).
  
• Strong analytical, problem-solving, and decision-making abilities.
  
• Ability to motivate and lead a team in a high-pressure environment.
  
• Proficient in MS Excel, PowerPoint, and CRM tools.
  
• Flexible to work in rotational shifts (including night shifts).
  

Educational Qualification:

• Graduate in any discipline.
  
• Postgraduate qualification preferred (not mandatory).
  

Experience:

• Minimum 410 years

  of experience in International Voice Process (BPO/Call Center).

• At least 1–2 years

  in a Team Lead / Supervisory role.
• Experience in US/UK/Australian voice processes preferred.