Company Description BROCUS IT SOLUTIONS PVT LTD is an international Business Process Outsourcing (BPO) company that partners with US-based organizations to deliver scalable, performance-driven outsourcing solutions. The company specializes in Sales, Customer Support, Back-Office Operations, and US Healthcare Recruitment Processes, helping clients reduce costs, improve efficiency, and accelerate revenue growth. With delivery centers in Navi Mumbai and Nashik, BROCUS IT SOLUTIONS combines global service standards with skilled local talent trained to meet international expectations.

Teams operate as an extension of clients’ businesses, emphasizing transparency, outcomes, and long-term value creation. Agents receive rigorous training in US compliance, accent neutralization, and conversion-focused communication to ensure high-quality customer interactions.

Role Description The Team Leader – International Voice Process will oversee a team handling outbound and inbound calls for US-based clients, ensuring service levels, quality standards, and performance targets are consistently met. This is a full-time, on-site role based in Navi Mumbai, requiring hands-on supervision of daily operations on the floor.

Key responsibilities include monitoring call performance, coaching and mentoring agents, conducting regular feedback sessions, and managing team schedules and adherence.

The Team

Leader will analyze call reports,



identify process gaps, implement performance improvement plans, and coordinate with operations and client management teams. The role also involves handling escalations, ensuring compliance with client and regulatory guidelines, and contributing to training and process documentation.

Qualifications

- Candidates should possess strong Team Leadership and Team Management skills to guide, motivate, and develop a high-performing international voice team.
- Candidates should possess excellent Communication skills, including explicit spoken English, active listening, and professional call-handling abilities.
- Candidates should possess solid Analytical Skills to interpret performance data, identify trends, and recommend actionable improvements.
- Candidates should possess Operations Management skills to handle workforce planning, process adherence, and service level delivery.
- Previous experience as a Team Leader or Supervisor in an international voice or BPO environment is highly preferred.
- Ability to manage escalations, work under pressure, and meet targets in a fast-paced, client-driven setting.
- Comfortable working in shifts aligned with US time zones, with strong reliability and punctuality.
- Graduate degree or equivalent experience in business, management, or a related field is beneficial.

📌 Team Leader- International Voice Process (Navi Mumbai)
🏢 Brocus IT Solutions
📍 Navi Mumbai