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Trigent Software
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Team Lead (International Voice Process)

Team Lead (International Voice Process)

Trigent Software

4 - 7 years

6 - 7 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

Inbound Voice Process team lead international voice process Customer Support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Were Hiring– Team Lead (International Voice Process)

Location: Bangalore

Two-way cab provided

We are seeking a dedicated Team Leader to guide and support a team in our international voice contact center. If you have over 5 years of BPO experience, including at least 1 year in a leadership role, this is an excellent opportunity to advance your career in team management.

Key Responsibilities:

Team Leadership:
Guide, mentor, and lead a team; conduct regular reviews, meetings, and coaching sessions.
Performance Management:
Track KPIs (e.g., AHT, CSAT); set goals; implement strategies to meet/exceed targets.
Quality Assurance:
Conduct call audits; ensure adherence to quality standards; provide feedback and training.
Operations Oversight:
Manage daily workflows; handle escalations; coordinate with cross-functional teams.
Reporting & Analysis:
Deliver performance reports; analyze trends; recommend process improvements.
Training & Development:
Identify skill gaps; facilitate ongoing training; promote a learning culture.
Compliance:
Ensure adherence to company policies and industry regulations; stay updated on best practices.

Qualifications:

Education:
Bachelor’s degree (any discipline)
Experience:
5+ years in contact center operations, with 1 year in a leadership role (international voice process preferred)
Skills:
Strong leadership, communication, and problem-solving skills; proficient in CRM/contact center tools
Other Requirements:
Flexible to work in shifts (including nights/weekends); resilient under pressure; customer-centric mindset

Role & responsibilities

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