Team Lead - Operations - International Voice Process

Role Overview:

We are seeking a dynamic and people-focused Team Leader Operations with experience in International voice processes.

The role requires end-to-end ownership of team performance, customer experience, and process excellence across key operational metrics.

Key Responsibilities:

• Drive CSAT improvement while minimizing DSAT through coaching and effective issue resolution.
• Ensure adherence to SLA, AHT, FCR, and other contractual metrics.
• Manage team attrition and shrinkage through proactive engagement and workforce planning.
• Conduct regular coaching, feedback sessions, and audits to enhance performance quality.
• Monitor and track KPI/KRA performance; publish reports and highlight gaps with action plans.
• Handle conflict resolution within the team and act as the first point of escalation for customer issues.
• Conduct performance reviews, floor support, and motivational sessions to maintain a high-performance culture.
• Collaborate with Quality and Training teams to close knowledge/skill gaps.

Requirements:

• 1-4 years of experience as a Team Leader in international BPO voice process.
• Strong track record in people management, performance coaching, and conflict handling.
• Excellent knowledge of operational metrics (AHT, SLA, FCR, CSAT/DSAT, shrinkage, attrition, audits, KPIs & KRAs).
• Excellent communication, analytical, and problem-solving skills.
• Willingness to work in a 247 environment (rotational shifts).