Job Description

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Job Title: International Voice Process Team Lead
Location: Pune
Shift: US Shift (6:00 PM to 1:00 PM IST)
Employment Type: Full-time, Permanent
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Job Summary:
We are seeking a dynamic Team Lead for an International Voice Process in Pune. The ideal candidate should possess robust leadership skills and experience in managing a voice-based BPO team catering to global clients, particularly from the US market.
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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.

• 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.

• 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