Team Lead - International voice process

Job description

Role : Team Lead – International Voice Operations

Location : Bangalore

Shift : Rotational (including night shifts)

Experience : 5+ years in a contact center environment, with at least 1–2 years in a team lead / supervisory role

What You’ll Do :

Lead and motivate a team of customer service representatives.

Monitor performance metrics and ensure KPIs are met.

Conduct regular call quality checks and provide coaching.

Manage day-to-day operations and handle escalations.

Prepare performance reports and drive process improvements.

Collaborate with training teams to upskill your team members.

What We’re Looking For :

Graduate with 5+ years of BPO / contact center experience .

Proven experience as a Team Lead in international voice processes .

Strong people management, communication, and problem-solving skills.

Ability to thrive in a fast-paced, high-performance environment .

Flexibility to work in rotational shifts .