Voice Process Team Lead

Job Description:

We are looking for an experienced and motivated Team Lead to manage a team of agents in an international voice process setup. The ideal candidate will have prior experience handling inbound and outbound customer service operations in a BPO or call center environment.

Key Responsibilities:

• Supervise and mentor a team of voice process executives.
• Monitor call quality, ensure SLA adherence, and drive performance metrics.
• Handle escalations and provide timely resolutions.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Coordinate with support teams to ensure smooth operations.

Requirements:

• 4-8 years of experience in voice process (international preferred).
• Minimum 2 year in a team handling or supervisory role.
• Strong communication and leadership skills.
• Willingness to work in rotational shifts if required.
• Immediate joiners preferred or with a short notice period.