Team Leader International Voice Process

As a Team Leader for an International Voice Process, you will be responsible for managing a team of 20+ agents in a dynamic and fast-paced environment. Your strong people management skills, excellent communication abilities, and background in BPO voice operations will be crucial for this role. Key Responsibilities: - Lead a team of 20+ agents in an international voice support environment. - 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-ones, team huddles, and performance reviews. - Handle escalations, client interactions, and drive process improvement initiatives. - Ensure shift discipline, attendance adherence, and manage team rosters effectively. - Drive high customer satisfaction and maintain SLA adherence. Qualifications Required: - Minimum 1-2 years of experience as a Team Leader in an international voice process. - Excellent English communication and interpersonal skills. - Strong leadership, problem-solving, and analytical abilities. - Ability to manage large teams and excel in high-pressure environments. - Flexibility to work in rotational shifts and handle global time zones. As a part of this role, you are expected to contribute to maintaining high customer satisfaction levels and ensure the team meets SLA requirements consistently. Please note that the company operates in the ITES/BPO/KPO industry and the role requires a Bachelor's degree. The employment type for this position is Full Time and Permanent. In case of any additional details about the company provided in the job description, they were not available.,