Job Title: Team Lead - International Voice Process

Location: Hyderabad

Shift: Night Shift (US/International Hours)

Employment Type: Full-Time

Job Summary

We are seeking an experienced and dynamic Team Lead to manage and drive performance for our International Voice Process team. The ideal candidate will be responsible for leading a team of customer service representatives, ensuring service excellence, achieving operational KPIs, and fostering a high-performance work environment. The candidate should possess strong leadership, communication, and people-management skills, along with experience in handling international customers.

Key Responsibilities

Lead, coach, and mentor a team of customer service representatives.

Monitor daily team performance against established KPIs and service level agreements (SLAs).

Conduct regular team huddles, one-on-one sessions, and performance reviews.

Ensure adherence to quality standards, compliance requirements, and process guidelines.

Analyze performance metrics and implement action plans to improve productivity and customer satisfaction.

Handle customer escalations and provide timely resolution.

Coordinate with Quality, Training, and Operations teams to drive continuous process improvement.

Manage attendance, schedule adherence, and workforce utilization.

Prepare and present daily, weekly, and monthly performance reports.

Identify training needs and support employee development initiatives.

Drive employee engagement and retention activities.





Required Qualifications

Graduate in any discipline.

Minimum 2-5 years of experience in an International Voice Process.

At least 1 year of experience as a Team Leader, SME, or Acting Team Lead.

Strong understanding of customer service operations and contact center metrics.

Excellent verbal and written communication skills.

Ability to lead teams in a fast-paced environment.

Proficiency in MS Excel, PowerPoint, and reporting tools.

Experience in handling escalations and performance management.

Preferred Skills

Strong coaching and mentoring abilities.

Analytical and problem-solving skills.

Good stakeholder management skills.

Ability to motivate and influence teams to achieve goals.

Knowledge of quality frameworks and customer experience metrics.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)

Quality Scores

Productivity Metrics

Attendance & Schedule Adherence

First Call Resolution (FCR)

Average Handling Time (AHT)

Team Attrition & Engagement

What We Offer

Competitive salary and performance incentives.

Growth opportunities opportunities.

Dynamic and collaborative work setting.

Transportation facility (as per company policy).

Health and wellness benefits.

Interested candidates with experience in International Voice/Customer Support Operations and team management are encouraged to apply.

Contact HR Rahat : (phone hidden)

[email protected]

📌 Team Lead (Hyderabad)
🏢 TP
📍 Hyderabad