****IMMEDIATE JOINERS ONLY ****

Key Responsibilities

- Lead and manage a team of customer service associates handling inbound and/or outbound US voice interactions.
- Monitor team performance against key metrics, including productivity, quality, customer satisfaction, and service levels.
- Conduct regular performance reviews, provide feedback, and coach team members to improve performance.
- Ensure adherence to process guidelines, quality standards, compliance requirements, and client expectations.
- Manage escalations and support the team in resolving complex customer queries.
- Track daily performance metrics and prepare operational reports.
- Drive team engagement, attendance, productivity, and overall process performance.

Mandatory Requirements

- Prior experience in an international voice process is mandatory.
- BFSI (Banking, Financial Services, and Insurance)



domain experience is mandatory.
- Prior Team Lead experience in a voice-based process is required.
- Strong communication, team handling, coaching, and performance management skills.
- Must be an immediate joiner.

Significant Screening Criteria

- Candidates with only chat or email support experience will not be considered.
- BFSI experience is essential; candidates from food delivery or other non-BFSI domains, such as DoorDash, will not be considered.
- Candidates must have hands-on experience in an international voice process.
- Only immediate joiners should apply.

Interested candidates who meet all the mandatory criteria are encouraged to apply.

📌 Team Lead - International Voice Process (Sahibzada Ajit Singh Nagar)
🏢 freelance
📍 Sahibzada Ajit Singh Nagar