TeamLeader Operations

Job Description

Job Title: Team Leader ( Outbound process ) Location: Thane Shift: US Shift ( Night Shift ) Business Unit - International process Job Summary: We are seeking a dynamic and experienced Team Leader to manage a team responsible for outbound calling to vendors for confirmations. The ideal candidate should have prior experience in voice-based processes, excellent communication skills, and be fluent in English at a B2 proficiency level or above. Familiarity with US geography, accents, and pronunciation of location names is essential. Key Responsibilities: Lead a team of agents performing outbound calls to vendors for shipment or service confirmations. Monitor team performance, provide regular feedback, and drive adherence to SLAs and quality standards. Ensure team meets daily/weekly/monthly targets and call quality benchmarks. Conduct training, coaching, and quality audits for ongoing performance improvement. Handle escalations and support the team in resolving complex queries. Collaborate with stakeholders and update on progress, issues, or process changes. Prepare reports on team performance, call quality, and vendor responsiveness. Required Skills & Qualifications: Minimum 2–4 years of experience in a voice-based BPO/KPO environment, with at least 1 year in a team leader role . English language proficiency at B2 level or higher (CEFR framework). Clear and confident voice , with neutral or US-accented English preferred. Strong knowledge of US geography , with the ability to correctly pronounce US location names . Prior experience in vendor coordination or logistics/supply chain calling processes is a plus. Familiarity with US ACCESS tools, databases, or platforms used in shipping, logistics, or vendor management. Proficient in using Excel and call management systems. Strong leadership, analytical, and interpersonal skills. Preferred Qualifications: Experience working in US-based operations or clients. Exposure to Track & Trace, shipment follow-ups, or vendor compliance roles. Show more Show less