Team Leader - Ops (International Voice)

Job Title:

Location:

Shift:

Department:

Reports To:

sharmeen.shaikh@epicentertechnology.com

+91 8080980786

Key Responsibilities

• Supervise and lead a team of customer support and collections agents to meet targets and maintain quality standards.
• Monitor team performance, provide coaching, and conduct regular feedback sessions.
• Ensure adherence to company policies, procedures, and compliance guidelines.
• Handle escalations and resolve customer and agent issues promptly.
• Track daily, weekly, and monthly performance metrics and prepare reports.
• Collaborate with other departments to improve processes and achieve overall team goals.
• Conduct training and refresher sessions for team members.
• Maintain a positive work environment and motivate the team.
  

Skills Qualifications

• Proven experience as a Team Leader or Supervisor in an international voice process.
• Knowledge of Customer Support and Collections processes (1st and 3rd Party).
• Strong communication and interpersonal skills.
• Ability to motivate and lead a team effectively.
• Problem-solving and decision-making abilities.
• Basic computer skills and familiarity with CRM or call center software.
• Fluency in English (both spoken and written).
  

Preferred

• Experience working with international clients.
• Prior exposure to both customer support and collections is a plus.