Job Title: Team Leader – US Voice Process Job Location: Eco Space, New Town, Kolkata Salary: Up to ₹ 50,000/- per month Experience: 4–6 Years (BPO / Tele Sales / Sales / Customer Support in a US Voice Process) At least 2 years of proven experience in a Team Leader / Assistant Team Leader role preferred. Job OverviewWe are looking for a dynamic, result-oriented, and experienced Team Leader to join our fast-paced US Voice Process team at Eco Space, New Town, Kolkata. The ideal candidate will be responsible for driving team performance, managing day-to-day operations, ensuring key performance metrics (KPIs/SLAs) are met, and mentoring a team of voice process agents.

Key Responsibilities· Team Management &

- Leadership: Manage and mentor a team of 15–20 US Voice Process executives/agents.

Performance Driving: Monitor daily, weekly, and monthly performance targets (conversion rates, resolution time, call quality, CSAT/FCR) and ensure the team consistently meets or exceeds goals. Quality &

- Auditing: Conduct floor walking, call monitoring, side-by-side coaching, and deliver actionable feedback to agents. Process &
- SLA Adherence:



Maintain operational discipline, adherence to schedules, shrinkages, attrition management, and compliance standards for US processes. Reporting &
- Analytics: Track metrics, prepare detailed performance reports (MIS), and present actionable insights to senior management.

Conflict

Resolution &

- Motivation: Address agent queries, resolve escalated customer issues, and foster a positive, motivated work environment.

Required Skills &

- Qualifications· Experience: 4 to 6 years of experience in a US Voice Process, Tele Sales, Customer Support, or International BPO workplace.

Leadership Experience: Minimum 2 years of experience in managing or leading a team in an international voice process.

Communication: Excellent verbal and written English communication skills with strong active listening and neutralization of accent.

Working Hours: Flexibility to work in US Shifts / Night Shifts .

Problem Solving: Strong analytical, decision-making, and floor management skills.

📌 Team Leader (Kolkata)
🏢 Career Hunt Manpower Solution (Opc) Private
📍 Kolkata