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Job Title : Team Leader – Voice Process (International BPO)

Location : Anywhere in India

Job Type : Full-Time

Role Summary :

The Team Leader – Voice Process is responsible for managing a team of customer service representatives handling inbound and outbound voice calls. The role demands strong leadership, performance management, and customer service skills to ensure high-quality service delivery and team efficiency.

Key Responsibilities :

Team Management & Supervision

Oversee daily operations of the voice process team.

Monitor attendance, adherence, and productivity.

Conduct daily briefings and team meetings.

Performance & Quality Monitoring

Track KPIs and SLAs to ensure targets are met.

Provide coaching and feedback to improve agent performance.

Handle escalations and ensure resolution with customer satisfaction.

Training & Development

Facilitate onboarding and ongoing training for team members.

Identify skill gaps and organize refresher sessions.

Process Improvement

Recommend and implement process enhancements.

Share best practices across teams to improve efficiency.

Reporting & Communication

Prepare performance reports and present to management.

Communicate updates, policies, and changes effectively.

Employee Engagement

Foster a positive work environment.

Motivate team through recognition and incentives.

Required Skills & Qualifications :

Bachelor’s degree (preferred).

5–12 years of BPO experience, with at least 3 years in a team lead role.

Strong verbal and written communication skills.

Proficiency in CRM tools, dialers, and MS Office.

Ability to coach, mentor, and lead a diverse team.

Analytical and problem-solving mindset.

Willingness to work flexible shifts (including US / UK hours).

Preferred Attributes :

Experience with international voice processes.

Knowledge of customer service metrics and call center operations.

High emotional intelligence and conflict resolution skills.