Job Description

Key Responsibilities:

Supervise daily operations of the voice process team handling international calls (inbound/outbound). Monitor and manage team performance against KPIs (AHT, FCR, CSAT, etc.). Provide real-time support and floor supervision to ensure issue resolution and productivity. Conduct regular team huddles, performance reviews, and coaching sessions. Handle escalated customer queries and ensure timely resolution. Generate and analyze reports for performance tracking and process improvement. Coordinate with QA, Training, and WFM teams to ensure quality and efficiency. Manage scheduling, leave planning, and adherence to shift rosters. Drive motivation, engagement, and career development of team members. Ensure compliance with company policies and international call handling standards.

Requirements:

Minimum 3-5 years of experience in a similar team lead role within an international voice process. Strong leadership, communication, and interpersonal skills. Proven ability to coach, mentor, and manage performance. Familiarity with CRM systems and call center tools (e.g., Avaya, Genesys, etc.). Analytical mindset with a focus on metrics and continuous improvement. Willingness to work in night shifts and a fast-paced environment. Bachelor's degree or equivalent qualification preferred.

How to Apply:

Interested candidates may contact:

Name:

Jatin Upadhyay

Contact No.:

9211735566

Email:

jatin.upadhyay@aimlay.com

Job Types: Full-time, Permanent

Pay: ?45,000.00 - ?65,000.00 per month

Benefits:

Cell phone reimbursement Commuter assistance Internet reimbursement Provident Fund
Schedule:

Day shift Night shift US shift
Work Location: In person

Speak with the employer

+91 9211735566