Team Lead

Team Lead – Customer Support (International Voice Process)

Location : Airoli,Navi Mumbai

Salary : Upto 8 LPA

Shift : Night Shift (US Process)

Work Mode : Work from Office

Experience : Minimum 2+ Years (Customer Support – International Voice Process)

Key Responsibilities :

Lead and manage a team of 20+ associates in International Voice Support (Inbound & Outbound).

Ensure adherence to key metrics including AHT, CSAT, FCR , and Quality SLAs .

Conduct regular performance reviews, coaching, and feedback sessions to drive productivity.

Analyze daily / weekly reports to identify trends and improvement opportunities.

Manage escalations efficiently while maintaining customer satisfaction at the core.

Collaborate with cross-functional teams (Quality, Training, WFM) to enhance process efficiency.

Ensure 100% compliance with company policies, attendance, and shift rosters.

Required Skills & Experience :

Minimum 2 + years of experience in Customer Support – International Voice Process .

Proven experience handling Inbound and Outbound Voice Operations .

Strong exposure to contact center metrics – AHT, CSAT, Attrition, and Quality.

Demonstrated ability to lead large teams (20+) in a fast-paced BPO / Customer Service setup.

Excellent communication (verbal & written) and interpersonal skills.

Hands-on experience in performance management, coaching, and RCA (Root Cause Analysis) .

Proficiency in CRM tools (Salesforce, MS Office 365) and reporting dashboards.

Should be comfortable with night shifts and immediate joiners will be preferred.