Team Leader – International Voice Process

Job Title: Team Leader – International Voice Process

Location: Kochi
Shift: UK Shift
Salary: Up to ₹40,000 per month
Experience: Minimum 2+ years (International BPO – Voice Process)
Language Requirement: Excellent proficiency in English

Job Description

We are looking for an experienced and motivated Team Leader for our International Voice Process. The ideal candidate should have strong team management skills, excellent communication abilities, and hands-on experience in leading high-performance customer support teams in an international BPO environment.

Key Responsibilities

• Lead, motivate, and guide a team of customer support executives in the international voice process.
• Monitor daily team performance and ensure achievement of SLAs, KPIs, and quality metrics.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle escalations and ensure efficient resolution of customer queries.
• Prepare daily, weekly, and monthly performance reports.
• Coordinate with quality, training, and operations teams to ensure continuous improvement.
• Maintain high levels of customer satisfaction and process compliance.

Required Skills & Qualifications

• Minimum 2+ years of experience in an International Voice Process (BPO).
• Prior experience as a Team Leader is mandatory.
• Excellent proficiency in English (spoken and written).
• Strong people management, communication, and problem-solving skills.
• Ability to work in a UK shift and manage high-pressure situations.
• Good understanding of call metrics, team dashboards, and performance management.

Why Join Us?

• Competitive salary up to ₹40,000 per month.
• Opportunity to work in an international environment.
• Career growth and internal promotion opportunities.
• Supportive and dynamic work culture.

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:

• Paid time off
• Provident Fund

Work Location: In person