Job Overview

Apply for an opportunity with Tata Consultancy Services (TCS) , a leading global IT services and consulting company.

We are looking for an experienced Team Leader – International Voice Process to manage a team of customer service associates, ensure SLA achievement, improve performance, and maintain operational excellence at the Goregaon East location.

Key Responsibilities

- Maintain team discipline, attendance, and absenteeism levels on the operations floor.

- Drive employee engagement and staff retention.

- Coordinate effectively between managers and team members.

- Ensure prompt and accurate customer service while achieving operational targets.

- Lead team building, process implementation, mentoring, and coaching.

- Conduct regular performance feedback sessions with associates.

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

- Monitor and improve key performance indicators, including AHT, SLA, and productivity.

- Coordinate with Workforce Management (WFM) for roster planning and shrinkage management.

- Prepare and submit operational review reports within defined timelines.

- Conduct quality audits, share feedback, and implement corrective actions.





- Motivate associates through effective people management and career development.

- Identify performance gaps and implement improvement plans.

- Maintain process compliance and ensure consistent service delivery.

Required Skills & Qualifications

- Minimum 1 year of Team Leader experience on official employment records in an International Voice Process.

- Experience handling, coaching, and mentoring customer service teams.

- Strong understanding of SLA, AHT, productivity, attendance, and shrinkage.

- Working knowledge of Workforce Management (WFM).

- Valuable analytical and problem-solving skills.

- Proficiency in MS Excel and operational reporting.

- Strong communication, leadership, and team management skills.

- Ability to manage performance, resolve escalations, and meet business targets.

Job Details

- Company: Tata Consultancy Services (TCS)

- Location: Goregaon East, Mumbai

- Role: Team Leader

- Process: International Voice

- Experience: Minimum 1 year of Team Leader experience on paper

- Compensation: As per company-approved package

Important Note

Applicants must have at least one year of Team Leader experience in an International Voice Process, supported by official employment records.

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