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IntouchCX
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Team Lead

Team Lead

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

IntouchCX

1 - 5 years

5 - 7 Lacs

Hyderabad

Posted:10 hours ago

Job Description

Company:

Location:

Experience:

Industry:

Employment Type:

Work Mode:

Salary:

Note: Immediate Joiners Only!

About the Role

Team Lead International Voice Process

Key Responsibilities

Lead, monitor, and support a team of customer service agents handling international voice operations.
Monitor individual and team performance to ensure achievement of defined KPIs and SLAs.
Ensure agents consistently follow client SOPs, quality standards, and operational guidelines.
Track performance metrics, including productivity, service levels, attrition, and shrinkage.
Provide regular feedback, coaching, and guidance to improve agent performance and customer experience.
Identify performance gaps and implement corrective actions.
Monitor attendance, schedule adherence, and overall productivity.
Support daily operations to maintain service quality and operational efficiency.
Promote a customer-focused culture while ensuring compliance with client requirements.

Required Skills and Qualifications

Graduate or above in any discipline.
1-5 years of relevant experience in the BPO/customer service industry, preferably in an international voice process.
Strong understanding of international BPO operations and customer service standards.
Experience in team leadership, people management, and performance monitoring.
Knowledge of KPI tracking, SLA management, attrition, and shrinkage.
Excellent verbal and written communication skills.
Strong problem-solving, coaching, and interpersonal skills.

Benefits & Facilities

Salary:
Up to 7 LPA.
Cab Facility:
Transportation provided for locations within a 25 km radius, subject to company transportation policy.

Job Details

Position:
Team Lead International Voice Process
Company:
IntouchCX
Location:
Hyderabad
Experience:
1-5 years
Work Mode:
Work from Office
Employment Type:
Full-time
Education:
Graduate or above

Skills Required

International BPO Voice process Team leading Voice BPO Team Process Shrinkage

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Work Mode

Work from Office

Job Type

Full Time

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