Job Title: Team Leader – International Inbound Voice

Location: Hyderabad / Bangalore

Experience: 5- 10 Years

Client: Sagility

Notice Period: 30 Days

Job Summary

We are looking for an experienced Team Leader to manage an International Inbound Voice process. The candidate will be responsible for leading a team, ensuring service delivery, driving performance metrics, and maintaining high levels of customer satisfaction.

Key Responsibilities

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Manage day-to-day operations of the inbound voice team

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Monitor team performance against KPIs such as AHT, CSAT, Quality, and Productivity

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Coach, mentor, and develop team members to improve performance

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Conduct regular team huddles, feedback sessions, and performance reviews

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Handle escalations and ensure timely resolution

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Ensure adherence to company policies and client requirements

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Collaborate with internal stakeholders for process improvements

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Prepare and present performance reports and dashboards

Eligibility Criteria

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Minimum 5+ years of experience in International Inbound Voice process

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At least 1 year of experience as a Team Leader (mandatory)

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Robust people management and leadership skills

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Excellent communication and interpersonal skills

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Experience in handling performance metrics and team targets

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Flexibility to work in shifts

Preferred Skills

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Exposure to healthcare/BPO domain is an advantage

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Strong problem-solving and decision-making abilities

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Ability to work under pressure and manage multiple priorities

Education

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Graduate in any discipline

📌 Team Leader – International Inbound Voice (Bengaluru)
🏢 Trigent Software
📍 Bengaluru