Team Lead - International Customer Support (Voice Process)

Location: Bangalore

Company: Teleperformance

Work Mode: Work from Office (100% WFO)

Shift: 24/7 Rotational Shifts

Working Days: 5 Days Working with Rotational Week Offs

CTC: Up to 7 LPA

Preference: Immediate Joiners Preferred

Job Summary

Teleperformance is hiring an experienced Team Lead - International Customer Support (Voice Process) for a premium international customer support program.

We are looking for a dynamic leader with experience in handling US and/or UK customer service processes, managing large teams, driving operational excellence, and collaborating with stakeholders across India and the US.

The ideal candidate should have strong leadership capabilities, excellent communication skills, expertise in KPI management, and a passion for delivering exceptional customer experiences.

Key Responsibilities

- Lead and manage a team of Customer Support Representatives in an International Voice Process.
- Drive operational performance and ensure achievement of all business KPIs and SLAs.
- Monitor daily floor activities and manage real-time operations effectively.
- Conduct team huddles, coaching sessions, one-on-one reviews, and performance discussions.
- Handle customer and operational escalations.
- Ensure high standards of customer satisfaction, quality, and productivity.
- Collaborate with India and US stakeholders to achieve business objectives.
- Analyze performance reports and implement action plans for continuous improvement.
- Manage attendance, shrinkage, roster adherence, and team productivity.
- Support hiring, onboarding, training, and employee development initiatives.
- Drive employee engagement, motivation, and retention programs.
- Maintain compliance with business processes and organizational policies.

Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Service Level Achievement
- Quality Scores




- Productivity
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Schedule Adherence
- Attendance & Shrinkage
- Escalation Management
- SLA Compliance
- Employee Engagement & Retention

Key Result Areas (KRAs)
- Team Leadership & People Management
- Customer Experience Management
- Operational Excellence
- Performance Management
- Floor Management
- Stakeholder Management
- Coaching & Development
- Quality Improvement
- Attrition Management
- Reporting & Analytics

Eligibility Criteria

Mandatory Requirements

- Graduate in any discipline.
- Minimum 2+ years of experience as a Team Lead in an International BPO Voice Process.
- Must have experience handling US and/or UK Customer Service Voice Processes.
- Experience managing a team of 15-25+ FTEs.
- Strong understanding of contact center metrics and operational KPIs.
- Experience in floor management and day-to-day operations.
- Strong stakeholder management experience with India and US stakeholders.
- Excellent verbal and written communication skills.
- Strong people management, coaching, and mentoring skills.
- Must be flexible to work in 24/7 rotational shifts and rotational week-offs.
- Immediate joiners will be highly preferred.

Domain Knowledge Requirement (Mandatory) Candidates should possess a good understanding of Premium

Motorcycles and Global Motorcycle Markets.

Required Knowledge

- Knowledge of premium motorcycle brands across the UK, US, and global markets.
- Understanding of motorcycle engines, engine capacities (CC),



performance features, and riding categories.
- Familiarity with motorcycle ownership journeys, accessories, and servicing concepts.
- Knowledge of premium brands such as:
- Harley-Davidson

- Indian Motorcycle

- Triumph

- BMW Motorrad

- Ducati

- KTM

- Yamaha

- Honda

- Kawasaki
- Other international premium motorcycle brands

Preferred
- Motorcycle enthusiasts and riders will be highly preferred.
- Experience supporting automotive, mobility, luxury retail, or premium customer service domains is an advantage.
- Ability to confidently engage with customers regarding premium motorcycle products and services.

Required Skills
- Team Leadership
- People Management
- Floor Management
- Stakeholder Management
- Escalation Handling
- Customer Service Operations
- Coaching & Mentoring
- KPI/KRA Management
- Reporting & Analytics
- Problem Solving
- Decision Making
- Communication Skills

Why Join Teleperformance?
- Opportunity to work in a global customer support setting.
- Exposure to international stakeholders and customers.
- Fast-paced and collaborative work culture.
- Excellent career growth opportunities within the organization.

Interested Candidates Can Reach Out To

Charlie HR

Teleperformance [email protected]

These below questions are basic info need questions:

1. Do you have experience as a Team Lead in an International Voice Process?
2. Have you handled US and/or UK customer service operations?
3. How many FTEs have you managed in your current/previous role?
4. Are you comfortable working from the Bangalore office in a 24/7 rotational shift environment?
5. Are you an immediate joiner or can join within 15 days?
6. Do you have knowledge of premium motorcycle brands, engine specifications, and CC classifications?
7. What is your current CTC and expected CTC?

📌 International voice process Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru