Job description
Role: Team Lead International Voice Operations
Location: Bangalore
Shift: Rotational (including night shifts)
Experience: 5+ years in a contact center environment, with at least 12 years in a team lead/supervisory role
What Youll Do:
- Lead and motivate a team of customer service representatives.
- Monitor performance metrics and ensure KPIs are met.
- Conduct regular call quality checks and provide coaching.
- Manage day-to-day operations and handle escalations.
- Prepare performance reports and drive process improvements.
- Collaborate with training teams to upskill your team members.
What Were Looking For:
- Graduate with 5+ years of BPO/contact center experience.
- Proven experience as a Team Lead in international voice processes.
- Strong people management, communication, and problem-solving skills.
- Ability to thrive in a fast-paced, high-performance environment.
- Flexibility to work in rotational shifts.
