Job Description

Key Responsibilities:

Manage and lead a team of US voice agents handling inbound/outbound calls Ensure adherence to SLAs, KPIs, productivity, and quality standards Monitor calls, coach team members, and drive performance improvement Handle escalations and support issue resolution Prepare performance reports and conduct team meetings Coordinate with internal teams to ensure smooth operations
Requirements:

3-6 years of experience in international voice process/contact center operations Minimum 1-2 years in a Team Lead role Strong communication, leadership, and escalation-handling skills Knowledge of call center metrics and CRM tools Willing to work in night shifts (10:30PM to 7:30AM) Immediate joiners and from Trivandrum location preferred.
Job Type: Full-time

Pay: ?25,000.00 - ?50,000.00 per month

Benefits:

Health insurance Provident Fund
Application Question(s):

How many years of experience do you have in International voice process? How many years have you worked in Supervisory/Team Lead role? Are you willing to work in 10:30PM to 7:30AM shift? Are you based in Trivandrum? How soon can you join if selected?
Work Location: In person