Job Description

Overview:
*Please Note:

• English language proficiency is required for this role.
• This is a full-time, work from office role.
• This requires a U.S. schedule - India Night shift

TSI Recruitment:
Kindly carry your Updated resume and Photo ID proof.
Meet : HR - Nirmala
Contact: Nirmala 911 301 5045
Work Location: This is a Work from Office position and location is Bangalore at:
3rd Floor, Block 12B, Pritech Park SEZ, Survey No.51-64/4, Bellandur, Village, Bldg 9A Rd,
Adarsh Palm Retreat, Bellandur, Bengaluru, Karnataka 560103
Build Your Future! We are seeking a dynamic and experienced Voice or Team Leader to manage and mentor a team of International voice process professionals. The ideal candidate will drive performance, ensure quality service delivery, and foster a culture of continuous improvement and collaboration, as this is the new transition.
Why should you consider TSI (part of TSI family of companies)?

• Paid training
• Team-oriented work environment
• Growth opportunity
• Generous Incentive opportunity
• Comprehensive benefits package available: including medical insurance/ ESIC, paid time off and paid holidays!
• Transport facility (Depends on policy and shift) - Transportation provided
• Incentives
• Working 5 days/week

Responsibilities:
In This Role, You Will:

• Lead and supervise a team of voice agents to meet performance targets and service standards.
• Monitor daily operations and ensure adherence to SLAs, KPIs, and compliance protocols.
• Conduct regular coaching, feedback, and performance reviews to enhance team effectiveness.
• Resolve escalated customer issues and support agents in complex interactions.
• Develop and implement training programs to improve communication and customer handling skills.
• Analyze team metrics to identify trends, gaps, and opportunities for improvement.
• Foster a positive team environment and encourage professional growth.

Qualifications:
Ideal Candidate Qualifications:

• Bachelor's degree in any discipline.
• Minimum 1-3 years of experience as a Team Leader in a International Voice process.
• Strong command of English
• Excellent communication, leadership, and conflict-resolution skills.
• Proficiency in CRM tools and call centre software. (Not Mandatory).
• Ability to work in a fast-paced, multi cultured environment.

Preferred Skills:

• Team management and motivation
• Quality assurance and coaching
• Analytical thinking and problem-solving
• Customer-centric mind-set

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.
INDJOBS

Skills Required