Team Leader For International Call center For Voice @ Bangalore

:

Urgent Hiring: Team Leader International Voice Process (US Shift) | Bangalore

Location:

Job Title:

Key Responsibilities:

Team Management

• Lead, mentor, and motivate a team of customer service representatives.
  
• Conduct regular team meetings, 1:1s, and performance reviews.
  
• Address team concerns and foster continuous improvement.
  

Performance Monitoring

• Track team metrics: AHT, CSAT, Quality Scores, etc.
  
• Set and drive KPIs to meet/exceed targets.
  
• Implement action plans to boost team performance.
  

Quality Assurance

• Ensure adherence to call quality standards and protocols.
  
• Conduct call audits and provide constructive feedback.
  
• Support continuous improvement through coaching and training.
  

Operational Management

• Oversee daily operations and resource allocation.
  
• Handle escalations and coordinate cross-functionally for resolution.
  

Reporting

• Prepare and present performance reports to management.
  
• Analyze trends and suggest operational enhancements.
  

Training & Development

• Identify training needs and conduct sessions accordingly.
  
• Encourage a culture of learning and professional growth.
  

Compliance

• Ensure full compliance with company policies and regulatory requirements.
  
• Stay updated on industry best practices.
  

Requirements:

Education:

• Bachelor’s Degree (Mandatory)
  

Experience:

• Minimum 5 years in an international voice process (US preferred)
  
• At least 1 year as a

  Team Leader

  or

  Team Coach

  in an

  inbound voice process

Skills:

• Excellent communication skills – verbal and written (English)
  
• Strong leadership, coaching, and team handling capabilities
  
• In-depth knowledge of quality monitoring, contact center KPIs (AHT, CSAT, NPS, FCR)
  
• Proficient with CRM systems, QA tools, and reporting dashboards
  
• High attention to detail, problem-solving ability, and analytical mindset
  
• Capable of thriving under pressure and in rotational night shifts
  

How to Apply:

updated CV

Rani:

Regards,

Rani