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 :

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Skills Required

Customer Service, performance metrics, Team Lead, Coaching, Process Improvements