Team Leader

4 weeks ago

New Delhi, India Selections HR Services Private Limited Full time

Role Overview:We are hiring an experiencedTeam Leader – Operationsfor a leading international BPO handlingUS Voice Process. The ideal candidate should be a people manager with strong exposure toteam performance management, call handling, process KPIs, andclient interactions. Key Responsibilities: Manage a team of 10–20 associates in an outbound/inboundUS Voice Process. Drive performance against SLA metrics (AHT, CSAT, FCR, QA, Attendance, etc.). Monitor daily operations and ensure consistent achievement of KPIs. Handle escalations and ensure timely resolution of customer issues. Conduct team huddles, feedback sessions, and performance reviews. Work closely with Quality, Training, and Workforce teams to improve output. Prepare daily, weekly & monthly reports for client and internal stakeholders. Motivate and mentor the team to maintain high engagement and low attrition. Desired Skills & Competencies: Minimum 1 year experience as aTeam Leader / SMEin an international (US) voice process. Strong people management and leadership skills. Excellent communication, reporting, and analytical ability. Experience inBFSI / Telecom / Healthcare / E-commerce US processpreferred. Proficient in Excel, MIS, and performance dashboards. Education: Graduate / Post-Graduate in any stream.

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