WFH - Team Leader - International Chat,email, Voice

Company Description Valuestream Business Solutions (VBS) is a Business and Knowledge Process Outsourcing organization that combines experienced professionals and advanced technology to deliver high-quality customer experiences. The company provides a range of services, including contact center and back-office operations, customer service and transaction processing, Voice AI Bots, consulting in Governance, Risk and Compliance (GRC),

Role Description The Team Leader – International Chat, Email, Voice is responsible for supervising and guiding a customer support team handling global chat, email, and voice-based interactions. This full-time work from home, based in Bengaluru, involves managing daily operations, monitoring performance, and ensuring service level adherence across multiple communication channels. The Team Leader will allocate workloads, oversee shift schedules, and support team members in resolving complex or escalated customer queries. The role includes coaching, training, and skill development, as well as reporting key metrics and process improvements to management. Collaboration with quality, training, and operations stakeholders is essential to enhance customer experience and maintain consistent service standards.

Qualifications

• Strong leadership and people management skills, including team supervision, performance monitoring, and coaching.
• Proficiency in international customer support across chat, email, and voice channels, with a focus on quality and customer satisfaction.
• Excellent written and verbal communication skills in English, with the ability to handle complex queries and escalations.
• Experience in BPO or contact center operations, preferably in international processes and multichannel environments.
• Ability to analyze performance metrics, prepare reports, and implement process enhancements.
• Comfort with using CRM tools, contact center systems, and basic MS Office applications.
• Strong problem-solving, time management, and decision-making abilities in a fast-paced setting.
• Willingness to work in rotational shifts as required by international operations.
• Bachelors degree or equivalent qualification; prior experience as a Team Leader