- Excellent communication skills (UK/US/Australian voice process)
- Solid team handling and people management skills
- Experience in inbound customer support operations
- Good knowledge of KPIs, SLA, and performance management
- Ability to handle escalations and drive team performance
Good Have Skills
- Exposure to multiple international processes
- Stakeholder management
- Basic reporting and Excel skills
- Training and mentoring experience
Roles and Responsibilities
- Manage and lead a team in international voice process
- Monitor team performance and ensure KPIs/SLA targets are met
- Handle customer escalations and provide resolution
- Conduct regular team reviews, feedback, and coaching sessions
- Coordinate with internal stakeholders for smooth operations
- Drive productivity, quality, and customer satisfaction
Location
Bangalore / Hyderabad
Job Type
Permanent
Job Opening Name
Team lead Operation / SME
Notice Period
Immediate joiners or up to 30 days
Mode of Interview
Virtual
Shift Timing
- Rotational shifts
Mode of Work
Work from Office
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📌 Team lead Operation / SME (Bengaluru)
🏢 Black And White Business Solutions
📍 Bengaluru
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