Team Lead - International voice process

Role Overview: As a Team Lead for International Voice Operations in Bangalore, you will be responsible for leading and motivating a team of customer service representatives. Your role will involve monitoring performance metrics, ensuring KPIs are met, conducting regular call quality checks, providing coaching, managing day-to-day operations, handling escalations, preparing performance reports, and driving process improvements. Additionally, you will collaborate with training teams to upskill your team members. Key Responsibilities: - Lead and motivate a team of customer service representatives. - Monitor performance metrics and ensure KPIs are met. - Conduct regular call quality checks and provide coaching. - Manage day-to-day operations and handle escalations. - Prepare performance reports and drive process improvements. - Collaborate with training teams to upskill your team members. Qualifications Required: - Graduate with 5+ years of BPO/contact center experience. - Proven experience as a Team Lead in international voice processes. - Strong people management, communication, and problem-solving skills. - Ability to thrive in a fast-paced, high-performance environment. - Flexibility to work in rotational shifts.,