Team Lead - Voice (International)

Key Responsibilities:

• Supervise daily operations of the voice process team handling international calls (inbound/outbound).
• Monitor and manage team performance against KPIs (AHT, FCR, CSAT, etc.).
• Provide real-time support and floor supervision to ensure issue resolution and productivity.
• Conduct regular team huddles, performance reviews, and coaching sessions.
• Handle escalated customer queries and ensure timely resolution.
• Generate and analyze reports for performance tracking and process improvement.
• Coordinate with QA, Training, and WFM teams to ensure quality and efficiency.
• Manage scheduling, leave planning, and adherence to shift rosters.
• Drive motivation, engagement, and career development of team members.
• Ensure compliance with company policies and international call handling standards.

Requirements:

• Minimum 3-5 years of experience in a similar team lead role within an international voice process.
• Strong leadership, communication, and interpersonal skills.
• Proven ability to coach, mentor, and manage performance.
• Familiarity with CRM systems and call center tools (e.g., Avaya, Genesys, etc.).
• Analytical mindset with a focus on metrics and continuous improvement.
• Willingness to work in night shifts and a fast-paced environment.
• Bachelor's degree or equivalent qualification preferred.

How to Apply:
Interested candidates may contact:Name: Jatin Upadhyay
Contact No.: 9211735566
Email: jatin.upadhyay@aimlay.com

Job Types: Full-time, Permanent

Pay: ₹45,000.00 - ₹65,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Internet reimbursement
• Provident Fund

Schedule:

• Day shift
• Night shift
• US shift

Work Location: In person

Speak with the employer
+91 9211735566