TEAM LEADER - US SHIFT (VOICE PROCESS)

Qualifications

• Bachelor s degree in any stream.

  Experience

• Minimum 2 to 4 years of experience as a Team Leader in a US Voice Process.

  Skills

• Lead, motivate, and manage a team of US voice process executives, drive sales performance, achieve business targets, and maintain a positive and high-performance work culture.

• The candidate should be a positive, proactive, and inspiring leader who can handle pressure, build team confidence, overcome performance challenges, and consistently drive results in a target-driven environment.

• The candidate should have excellent English communication skills and strong data-analytical skills.

• Willingness to work in permanent or rotational US night shifts.

  Job Responsibilities

• Lead mentor a team of 15-20 customer support agents handling US Voice Process.

• Monitor call quality, AHT, CSAT, and SLA compliance to meet client expectations.

• Conduct performance reviews, coaching sessions, and training for skill development.

• Handle escalations and ensure timely resolution of complex customer issues.

• Prepare daily/weekly performance reports and share insights with senior management.

• Foster a positive work culture and motivate the team to achieve targets.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.