Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Assistant Manager- Team Lead

Qualification: Any Graduate

Relevant Experience

- Team Lead: 5+ years overall experience, including 1+ year as Team Lead in International Voice Process.
- Assistant Manager: 7+ years overall experience, including 1+ year as Assistant Manager in International Voice Process.

Must Have Skills:

- Strong experience in International Voice Process
- Team handling and people management
- SLA, KPI and performance management
- Customer escalation handling
- Coaching and performance improvement
- Robust problem-solving and analytical skills
- MIS, reporting and MS Excel proficiency
- Stakeholder management
- Process improvement and operational excellence
- Ability to work in a target-driven environment

Roles & Responsibilities:

- Manage and lead teams handling International Voice Customer Support operations.
- Ensure achievement of SLA, KPI, quality, productivity and CSAT targets.
- Monitor team performance and conduct regular coaching and feedback sessions.




- Handle customer escalations and resolve complex issues effectively.
- Track daily operations, attendance, productivity and adherence.
- Prepare and analyze MIS and performance reports.
- Identify performance gaps and implement corrective action plans.
- Coordinate with internal teams and stakeholders to ensure smooth operations.
- Drive process improvements and operational efficiency.
- Support employee engagement, retention and team development.
- Ensure compliance with company policies, client requirements and process guidelines.
- Manage and mentor Team Leads/Associates and ensure consistent service delivery.

Location: Navi mumbai CTC: Team Lead CTC: 57 LPA

- Assistant Manager – CTC: 8–9 LPA

Notice Period: Immediate Joiner to 15 Days Mode of Work: Work From Office

Thanks & Regards,

Keerthana.BM staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore,Karnataka,INDIA.

[email protected]| www.blackwhite.in |

contact : 08067432469/ (phone hidden)

📌 International Voice process- Assistant manager - Team lead (Navi Mumbai)
🏢 Black And White Business Solutions
📍 Navi Mumbai