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Transworld Systems, Inc.
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Team Lead - International Voice Process

Team Lead - International Voice Process

Transworld Systems, Inc.

1 - 3 years

0 Lacs

bengaluru

Posted:1 day ago| Platform: GlassDoor logo

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Skills Required

schedule drive service collaboration transportation compliance coaching resolve support training communication analyze metrics leadership crm software management

Work Mode

On-site

Job Type

Full Time

Job Description

Please Note:

English language proficiency is required for this role.
This is a full-time, work from office role.
This requires a U.S. schedule - India Night shift

TSI Recruitment:

Kindly carry your Updated resume and Photo ID proof.

Meet : HR – Nirmala

Contact: Nirmala 911 301 5045

Work Location: This is a Work from Office position and location is Bangalore at:

3rd Floor, Block 12B, Pritech Park SEZ, Survey No.51-64/4, Bellandur, Village, Bldg 9A Rd,

Adarsh Palm Retreat, Bellandur, Bengaluru, Karnataka 560103

Build Your Future! We are seeking a dynamic and experienced Voice or Team Leader to manage and mentor a team of International voice process professionals. The ideal candidate will drive performance, ensure quality service delivery, and foster a culture of continuous improvement and collaboration, as this is the new transition.

Why should you consider TSI (part of TSI family of companies)?

Paid training
Team-oriented work environment
Growth opportunity
Generous Incentive opportunity
Comprehensive benefits package available: including medical insurance/ ESIC, paid time off and paid holidays!
Transport facility (Depends on policy and shift) - Transportation provided
Incentives
Working 5 days/week

In This Role, You Will:

Lead and supervise a team of voice agents to meet performance targets and service standards.
Monitor daily operations and ensure adherence to SLAs, KPIs, and compliance protocols.
Conduct regular coaching, feedback, and performance reviews to enhance team effectiveness.
Resolve escalated customer issues and support agents in complex interactions.
Develop and implement training programs to improve communication and customer handling skills.
Analyze team metrics to identify trends, gaps, and opportunities for improvement.
Foster a positive team environment and encourage professional growth.

Ideal Candidate Qualifications:

Bachelor's degree in any discipline.
Minimum 1–3 years of experience as a Team Leader in a International Voice process.
Strong command of English
Excellent communication, leadership, and conflict-resolution skills.
Proficiency in CRM tools and call centre software. (Not Mandatory).
Ability to work in a fast-paced, multi cultured environment.

Preferred Skills:

Team management and motivation
Quality assurance and coaching
Analytical thinking and problem-solving
Customer-centric mind-set

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

INDJOBS

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Team Lead - International Voice Process