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 :