Team Leader

Team Leader – International Voice Process

We are hiring an experienced Team Leader for an International Voice Process – Customer Support.

Key Responsibilities:

• Lead and manage a team of voice process agents.
• Monitor performance, productivity, quality and customer satisfaction.
• Handle escalations and coordinate with QA, Training and WFM teams.
• Conduct coaching, feedback sessions and team huddles.
• Drive SLA/KPI adherence and process improvement.

Requirements:

• 4+ years of experience in an International Voice Process.
• 1–2 years of Team Leader/leadership experience.
• Banking, Insurance or Financial Services process experience in Customer Support is required.
• Strong English communication and people-management skills.
• US client-handling experience preferred.
• Bachelor's degree or equivalent.

Location: Mohali

Shift: US Hours