Team Lead - International Voice

Job location : Gurugram
Position : Team Leader- Customer Service
Division : BPO, 5 days working for US Process and US shift timings
Experience : Min 2 years as Team handling experience in Customer Service and Technical Support
Role & Responsibilities
Lead and manage a team of 12–20 Customer Service Associates
Motivate team members to consistently achieve client-defined SLAs and KPIs
Ensure strict adherence to quality standards and process guidelines
Conduct regular floor walks to supervise, coordinate, and monitor team activities
Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling
Demonstrate strong organizational, planning, and analytical skills
Utilize basic arithmetic and statistical skills for data analysis and report generation
Apply effective problem-solving skills to address operational challenges
Key Performance Indicators & Team Management
Handle customer and process escalations unresolved by associates
Resolve process-related queries and employee grievances
Monitor live calls/chats and provide real-time and structured feedback
Conduct call listening and coaching sessions to improve team performance
Collaborate with the Quality team to review performance metrics and quality scores
Conduct monthly and confirmation appraisals by the 7th of each month with documented feedback
Prioritize and assign workloads; manage shift schedules, breaks, and overtime
Implement corrective actions to resolve day-to-day operational issues
Develop strategies to reduce attrition and absenteeism

Training, Engagement & Coordination
Organize and facilitate training programs for skill and performance enhancement
Conduct pre-shift briefings and post-shift debriefings
Lead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIs
Coordinate with HR and Administration on policies, statutory compliance, and administrative matters
Initiate and manage Rewards & Recognition programs
Organize monthly team outings to promote team engagement and morale
Required Skills
Communication Skills
Interpersonal skills
Problem Solving skills
Eligibility:
Any Graduate

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