Job Title: Team Leader – International Voice

Company: TCS
Location: Goregaon East, Mumbai
Work Mode: Work From Office
Process Type: International Voice
Salary: ₹5.00 LPA – ₹5.50 LPA
Experience: Minimum 1 year of Team Leader experience on paper in an International Voice Process
Role: Team Leader / Operations
Industry: BPO / Customer Service

Job Description

TCS is hiring a Team Leader – International Voice to manage and mentor a team of associates while ensuring operational discipline, service quality and achievement of business targets. The role involves team handling, performance management, workforce coordination and ensuring SLA adherence.

Key Responsibilities

- Maintain team discipline and monitor absenteeism on the floor.

- Drive staff retention and employee engagement within the team.

- Coordinate effectively between Managers and Team Members.

- Ensure prompt and accurate customer service and achievement of targets.

- Handle team building and implementation of operational processes.

- Mentor team members and provide regular performance feedback.

- Analyze process dashboards, team performance reports and operational metrics.

- Maintain working knowledge of AHT and WFM .

- Drive the team toward achieving defined SLA targets .

- Motivate associates through effective people management and career development.





- Implement appropriate reporting mechanisms and ensure timely submission of operations reviews.

- Prepare team rosters and manage shrinkage.

- Conduct process/team audits and provide constructive feedback.

- Monitor team performance and prepare reports on key metrics.

- Use analytical skills and MS Excel to support performance tracking and reporting.

Candidate Requirements

- Minimum 1 year of Team Leader experience on papers in an International Voice Process .

- Strong team handling and people management skills.

- Good understanding of AHT, WFM, SLA and shrinkage management .

- Strong analytical and reporting skills.

- Good proficiency in MS Excel .

- Excellent communication and interpersonal skills.

- Ability to coach, mentor and motivate team members.

- Comfortable working in a target-driven BPO workplace.

Top 5 Skills

1. Team Handling & People Management

2. International Voice Process

3. SLA / AHT / WFM

4. Performance Management & Coaching

5. MS Excel & Analytical Skills

Eligibility

- Minimum 1 year of documented Team Leader experience

- Must have International Voice Process experience

- Relevant TL experience must be reflected in employment records/documents

- Strong understanding of team performance metrics and operational processes

📌 Team Leader - International (Mumbai)
🏢 Gratitude
📍 Mumbai