Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Team Leader - Customer Service Representative (US Voice Process)

Qualification: Any Graduate

Relevant Experience: 4+ years in the US Voice Process, with at least 1 year of mandatory Team Leader experience.

Must Have Skills:

- Robust experience in US Inbound Voice / Customer Support operations.
- Mandatory experience handling US Voice Process.
- Knowledge of SLA, AHT, CSAT, Quality, Productivity, Attrition, and Shrinkage.
- Strong team-handling and people-management skills.
- Excellent communication and problem-solving skills.
- Ability to manage team performance and achieve operational targets.

Roles & Responsibilities:

- Manage daily US Voice Customer Support operations and lead a team of Customer Service Representatives (CSRs).
- Monitor key performance metrics, including SLA, AHT, CSAT, Quality, and Productivity.
- Conduct performance reviews, coaching, and feedback sessions.




- Handle customer escalations and ensure timely resolution.
- Ensure compliance with SOPs, company policies, and client requirements.
- Coordinate with Quality, Training, WFM, HR, and other support teams.
- Prepare daily and weekly performance reports and dashboards.
- Identify performance gaps and implement corrective actions.
- Drive team productivity, employee engagement, and continuous process improvement.

Location: Navi Mumbai Notice Period: Immediate Joiners to 15 days

Mode of Interview: Virtual

Mode of Work :US shift

Thanks & Regards,

Diya Birsingh

Staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore, Karnataka, India

Contact: 08067432479 / WhatsApp: (phone hidden)

[email protected]/www.blackwhite.in

📌 Team Lead (Navi Mumbai)
🏢 Black And White Business Solutions
📍 Navi Mumbai