Role Overview:
We are hiring an experienced Team Leader Operations for a leading international BPO handling US Voice Process. The ideal candidate should be a people manager with strong exposure to team performance management, call handling, process KPIs, and client interactions.
Key Responsibilities:
- Manage a team of 1020 associates in an outbound/inbound US Voice Process.
- Drive performance against SLA metrics (AHT, CSAT, FCR, QA, Attendance, etc.).
- Monitor daily operations and ensure consistent achievement of KPIs.
- Handle escalations and ensure timely resolution of customer issues.
- Conduct team huddles, feedback sessions, and performance reviews.
- Work closely with Quality, Training, and Workforce teams to improve output.
- Prepare daily, weekly & monthly reports for client and internal stakeholders.
- Motivate and mentor the team to maintain high engagement and low attrition.
Desired Skills & Competencies:
- Minimum 1 year experience as a Team Leader / SME in an international (US) voice process.
- Strong people management and leadership skills.
- Excellent communication, reporting, and analytical ability.
- Experience in BFSI / Telecom / Healthcare / E-commerce US process preferred.
- Proficient in Excel, MIS, and performance dashboards.
Education:
Graduate / Post-Graduate in any stream.
