Team Lead: International Voice

Outpace Consulting Services is seeking a Team Lead - International Voice for a leading ITES company. This role involves managing and guiding a customer service team handling international customer interactions. You'll ensure high-quality service delivery, meet SLAs, monitor team performance, and provide coaching. The ideal candidate will handle escalations, drive process improvements, and collaborate with cross-functional teams to achieve operational excellence in a fast-paced BPO environment.

Key Responsibilities:

• Team Leadership: Oversee and guide a team of 10-15 FTEs, ensuring smooth daily operations (BAU) and fostering a high-performance culture.
• Performance Management: Monitor team KPIs and client-defined targets, provide regular coaching and feedback, and drive performance improvements.
• Quality & Training: Ensure high-quality service delivery, ...