Team Leader International Voice Process

As a Team Leader in an international voice process, your role will involve managing a team of 20+ agents in a dynamic environment. Your strong people management skills and background in BPO voice operations will be essential for success in this position. Key Responsibilities: - Lead and supervise a team of 20+ agents in an international voice support setting. - Monitor and manage daily performance metrics such as AHT, Quality, and CSAT. - Coach, mentor, and motivate team members to achieve individual and team KPIs. - Conduct regular one-on-one sessions, team huddles, and performance reviews. - Handle escalations, client interactions, and drive process improvement initiatives. - Ensure adherence to shift discipline, manage team rosters, and monitor attendance. - Drive high customer satisfaction levels and maintain SLA adherence. Qualifications Required: - Minimum 1-2 years of experience as a Team Leader in an international voice process. - Excellent English communication skills and strong interpersonal abilities. - Demonstrated leadership, problem-solving, and analytical skills. - Ability to manage large teams effectively in high-pressure environments. - Flexibility to work in rotational shifts and handle global time zones. In addition to the job responsibilities and qualifications, the company operates in the ITES/BPO/KPO industry and is based in Bangalore. The role requires a Bachelor's degree qualification and offers full-time, permanent employment. If you are looking for a challenging role where you can utilize your leadership skills and experience in international voice processes, this Team Leader position could be the right fit for you.,