Team Leader / Manager International Voice Process

Process: International Banking / Travel Voice

Experience: 4 Years

Role: Team Leader / Training Manager

Shift: Rotational / 247

Location: Gurugram

Key Responsibilities

- Manage teams handling international Banking or Travel voice processes.
- Monitor key metrics including AHT, CSAT, FCR, Quality, Productivity and SLA.
- Handle customer escalations and ensure timely resolution.
- Conduct team huddles, coaching, performance reviews and action plans.
- Drive process adherence, customer satisfaction and operational performance.
- Prepare and present daily/weekly/monthly performance reports.
- Coordinate with Quality, Training and WFM teams.
- Manage attrition, attendance, employee engagement and team performance.




- Ensure compliance with process guidelines and company policies.

Requirements

- 410 years of experience in BPO/Contact Centre operations.
- Team Leader: Minimum 1–2 years of team-handling experience.
- Manager: Minimum 3+ years of team/operations management experience.
- Mandatory experience in International Voice Process.
- Banking/BFSI/Fintech or International Travel & Ticketing experience preferred.
- Solid communication, leadership and people-management skills.
- Willingness to work in rotational/night shifts.Role & responsibilities

📌 Team Leader | Manager- US Customer Service (Banking/Travel) (Gurugram)
🏢 Lalit Gayen
📍 Gurugram