Job Title: International Voice Process Team Lead

Location: Pune

Shift: US Shift (6:00 PM to 1:00 PM IST)

Employment Type: Full time, Permanent

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Job Summary:

We are seeking a agile 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 productive 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

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