Team Lead - International Voice Process

Job Title: Team Lead – International Voice Process

Location: Bangalore, India

Experience Required: 5+ years (1+ year as a Team Lead or SME is must)

Transport: 2-way cab facility provided

Job Summary:

We are seeking an experienced and dynamic Team Lead to join our International Voice Process team in Bangalore. The ideal candidate will have 5+ years of experience in an international voice process environment, with at least 1 year in a Team Lead or similar supervisory role. This is a great opportunity for someone looking to step into a leadership role within a fast-paced and customer-focused team.

• Key Responsibilities:Lead, manage, and motivate a team of customer service representatives handling international voice-based customer support.
• Monitor team performance, ensure adherence to SLAs, and drive quality standards.
• Conduct regular team meetings, coaching, and performance reviews.
• Handle escalations and ensure timely resolution of customer issues.
• Analyze performance metrics and generate reports for leadership review.
• Collaborate with training and quality teams to enhance team productivity and performance.
• Ensure compliance with company policies and procedures.
• Required Skills & Qualifications:Minimum 5 years of experience in an international voice process (BPO/Call Center).
• At least 1 year of experience as a Team Lead or in a similar supervisory role is preferred.
• Strong communication and interpersonal skills.
• Ability to manage a team in a dynamic, high-pressure environment.
• Proficient in performance management, coaching, and process improvement.
• Flexible to work in night shifts or rotational shifts as required.