Team Lead – US Voice Process

Location: Mohali

Job Role and Responsibilities

1. Team Management:
o Lead and manage a team of voice process agents.
o Monitor performance, provide coaching, and conduct regular one-on-ones.
o Ensure team adherence to quality, productivity, and customer satisfaction metrics.
2. Operations Oversight:
o Oversee daily operations, including shift scheduling, attendance, and workflow.
o Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are
met.
o Coordinate with quality assurance, training, and workforce teams.
3. Client and Stakeholder Communication:
o Act as the point of contact for escalations or client feedback.
o Prepare and deliver performance reports and updates to higher management or
clients.
4. Training and Development:
o Identify training needs and arrange upskilling sessions.
o Onboard new team members and ensure knowledge retention.
5. Process Improvement:
o Analyze call data and identify areas for process improvements.
o Recommend and implement strategies for performance enhancement.

️Key Skills Required
Excellent verbal and written English communication.
Leadership and people management.
Knowledge of international customer service standards.

Experience with CRM systems, call monitoring tools, and reporting dashboards.
Problem-solving and conflict resolution.
Time management and multitasking.

Typical Requirements
Bachelor’s degree or equivalent.
4+ years of experience in an international voice process, with at least 1–2 years in a
leadership role.
Willingness to work in night shifts or rotational shifts.
Familiarity with US client handling is often preferred.