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.

Perks & 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 (India)
🏢 IntouchCX
📍 India