Job Description: Team Lead International Voice Process

Company: IntouchCX

Location: Hyderabad, Telangana

Experience: 2 to 5 Years

Industry: BPO / Customer Experience

Employment Type: Full-time

Work Mode: Work from Office

Salary: Up to 7 LPA

Note: Immediate Joiners Only!

About the Role

IntouchCX is looking for a skilled and motivated Team Lead International Voice Process to lead a team of customer service associates, drive operational performance, and ensure adherence to client-specific Standard Operating Procedures (SOPs). The ideal candidate will have excellent communication skills, relevant international BPO experience, and a strong understanding of team management and performance metrics.

Key Responsibilities

- Lead, monitor, and support a team of customer service agents handling international voice operations.
- Monitor individual and team performance to ensure achievement of defined KPIs and SLAs.
- Ensure agents consistently follow client SOPs, quality standards, and operational guidelines.
- Track performance metrics, including productivity, service levels, attrition, and shrinkage.
- Provide regular feedback, coaching, and guidance to improve agent performance and customer experience.
- Identify performance gaps and implement corrective actions.




- Monitor attendance, schedule adherence, and overall productivity.
- Support daily operations to maintain service quality and operational efficiency.
- Promote a customer-focused culture while ensuring compliance with client requirements.

Required Skills and Qualifications

- Graduate or above in any discipline.
- 25 years of relevant experience in the BPO/customer service industry, preferably in an international voice process.
- Strong understanding of international BPO operations and customer service standards.
- Experience in team leadership, people management, and performance monitoring.
- Knowledge of KPI tracking, SLA management, attrition, and shrinkage.
- Excellent verbal and written communication skills.
- Solid problem-solving, coaching, and interpersonal skills.

Benefits & Facilities

- Salary: Up to 7 LPA.
- Cab Facility: Transportation provided for locations within a 25 km radius, subject to company transportation policy.

Job Details

- Position: Team Lead – International Voice Process
- Company: IntouchCX
- Location: Hyderabad
- Experience: 2–5 years
- Work Mode: Work from Office
- Employment Type: Full-time
- Education: Graduate or above

📌 Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad