Key Responsibilities:

- Manage a team of Customer Service Executives handling international voice calls.

- Monitor team performance on key metrics such as AHT (Average Handling Time), CSAT, FCR, Quality, and SLA adherence.

- Conduct regular team huddles, feedback sessions, and one-on-one coaching to drive performance.

- Handle escalated customer queries effectively, ensuring resolution and customer satisfaction.

- Prepare daily/weekly/monthly performance reports and share insights with management.

- Ensure compliance with process guidelines, security protocols, and client expectations.

- Motivate and engage team members to maintain high morale and minimize attrition.

- Identify training needs and coordinate with the training team to upskill agents.

- Drive process improvement initiatives to enhance customer experience and efficiency.

Required Skills & Competencies:

- Strong communication skills (verbal and written)



with a neutral/clear accent.

- Prior experience as a Team Leader/Supervisor in an International Voice Process (minimum 1–3 years).

- People management and conflict resolution skills.

- Ability to work with performance metrics and manage a target-driven workplace.

- Strong analytical, problem-solving, and decision-making skills.

- Flexible to work in 24/7 shifts, including weekends and night shifts.

- Proficiency in MS Office (Excel, PowerPoint, Word).

Key Performance Indicators (KPIs):

- Achievement of SLA targets (CSAT, AHT, FCR, Quality scores).

- Team productivity and efficiency.

- Attrition and absenteeism control.

- Timely reporting and escalations.

- Continuous process improvement initiatives.

📌 Team Leader – International Voice Process (Customer Service) (Karnataka)
🏢 Skywings Advisors
📍 Karnataka