Team Leader - Voice Process

We are setting up a new Voice Operations unit and are looking for a Team Leader to help build and lead a small team. This role combines team management with hands-on involvement in day-to-day operations and process setup. You will be responsible for hiring and managing a 7 member team, ensuring service quality, and contributing to how the function is structured. Key Responsibilities Team Hiring & Onboarding Participate in sourcing, interviewing, and selecting 7 associates for the team. Oversee onboarding and ensure new hires are integrated into processes and expectations. Operational Management Manage daily operations for an outbound/blended US voice process. Monitor performance against agreed quality and productivity metrics. Handle basic reporting and escalation where required. Coaching & Performance Management Provide regular feedback through call listening and one-on-one discussions. Conduct coaching sessions focused on call handling, communication, and process adherence. Support underperforming team members with clear action plans. Process & Workflow Support Work with management to refine workflows, scripts, and reporting formats. Identify recurring issues and suggest practical process improvements. Required Experience & Skills Experience Minimum 3 years in International BPO. Prior experience as a Team Leader or Senior SME (formal designation preferred). Process Knowledge Experience in outbound or blended US processes is required. Familiarity with US customer expectations and communication style. Communication Strong spoken and written English, with the ability to give clear, structured feedback. Work Style Comfortable working in a remote setup. Able to manage time, track work, and meet deadlines with limited supervision. What We Offer Opportunity to help shape a new voice team and its ways of working. Role with clear accountability for a small, focused team. Remote-first work environment. Competitive compensation with performance-linked components. Infrastructure Requirements Dedicated, professional home office setup. High-speed reliable internet connection (fiber optic preferred).