Team Lead

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

If you or someone you know fits this role, apply directly through the job post or share your resume at navya_b@trigent.com