BPO TEAM LEAD || Pune || 6 -7yrs

Job Title: International Voice Process Team Lead

Job Summary:

Key Responsibilities:

• Supervise and lead a team of agents in an international voice process.
  
• Ensure the team meets SLA targets for quality, productivity, and customer satisfaction.
  
• Monitor performance metrics and take corrective actions as necessary.
  
• Conduct regular team meetings, performance evaluations, and one -on -one sessions.
  
• Address escalations and ensure efficient issue resolution.
  
• Inspire, guide, and train team members to achieve individual and team objectives.
  
• Collaborate with operations and support teams to enhance overall performance.
  

Candidate

• Total Experience: At least 3 years in the BPO industry.
  
• Team Lead Experience: Minimum 1–2 years as a Team Lead in an International Voice Process.
  
• Profound understanding of BPO KPIs and hands -on experience in managing team performance.
  
• Exceptional verbal and written communication abilities.
  
• Prior experience working in US shifts is mandatory.
  
• Demonstrated capability to handle high -pressure situations and drive results.
  

Other Details:

• Shift: US Process (Night Shift – 6:00 PM to 1:00 PM IST)
  
• Work Location: Pune (Work from Office)
  

• Minimum 3 years of experience in the BPO industry
  
• 1–2 years of experience as a Team Lead in an International Voice Process
  
• Strong knowledge of BPO KPIs and hands -on experience managing team performance
  
• Excellent verbal and written communication skills
  
• Experience working in US shifts