Team Lead - International voice process

Job description

Role: Team Lead – International Voice Operations

Location: Bangalore

Shift: Rotational (including night shifts)

Experience: 5+ years in a contact center environment, with at least 1–2 years in a team lead/supervisory role

What You'll Do:

• Lead and motivate a team of customer service representatives.
• Monitor performance metrics and ensure KPIs are met.
• Conduct regular call quality checks and provide coaching.
• Manage day-to-day operations and handle escalations.
• Prepare performance reports and drive process improvements.
• Collaborate with training teams to upskill your team members.

What We're Looking For:

• Graduate with 5+ years of BPO/contact center experience.
• Proven experience as a Team...