We are seeking a dynamic Team Lead for an International Voice Process in Pune. The ideal candidate should possess robust leadership skills and experience in managing a voice-based BPO team catering to global clients, particularly from the US market.
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Key Responsibilities:
- Supervise and lead a team of agents in an international voice process.
- Ensure the team meets SLA targets for quality, productivity, and customer satisfaction.
- Monitor performance metrics and take corrective actions as necessary.
- Conduct regular team meetings, performance evaluations, and one-on-one sessions.
- Address escalations and ensure efficient issue resolution.
- Inspire, guide, and train team members to achieve individual and team objectives.
- Collaborate with operations and support teams to enhance overall performance.
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Candidate
Requirements
Requirements:
- Total Experience: At least 3 years in the BPO industry.
- Team Lead Experience: Minimum 1–2 years as a Team Lead in an International Voice Process.
- Profound understanding of BPO KPIs and hands-on experience in managing team performance.
- Exceptional verbal and written communication abilities.
- Prior experience working in US shifts is mandatory.
- Demonstrated capability to handle high-pressure situations and drive results.
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Other Details:
- Shift: US Process (Night Shift – 6:00 PM to 1:00 PM IST)
- Work Location: Pune (Work from Office)
- Minimum 3 years of experience in the BPO industry
- 1–2 years of experience as a Team Lead in an International Voice Process
- Strong knowledge of BPO KPIs and hands-on experience managing team performance
- Excellent verbal and written communication skills
- Experience working in US shifts
📌 BPO TEAM LEAD || Pune || 6-7yrs
🏢 2COMs
📍 Pune
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