Team leader International Pr

4 weeks ago

New Delhi, India Altisource Full time

Job Title: Team Leader – Voice Process (International BPO) Location: Anywhere in India Job Type: Full-Time Role Summary: The Team Leader – Voice Process is responsible for managing a team of customer service representatives handling inbound and outbound voice calls. The role demands strong leadership, performance management, and customer service skills to ensure high-quality service delivery and team efficiency.Key Responsibilities: Team Management & SupervisionOversee daily operations of the voice process team. Monitor attendance, adherence, and productivity. Conduct daily briefings and team meetings. Performance & Quality MonitoringTrack KPIs and SLAs to ensure targets are met. Provide coaching and feedback to improve agent performance. Handle escalations and ensure resolution with customer satisfaction. Training & DevelopmentFacilitate onboarding and ongoing training for team members. Identify skill gaps and organize refresher sessions. Process ImprovementRecommend and implement process enhancements. Share best practices across teams to improve efficiency. Reporting & CommunicationPrepare performance reports and present to management. Communicate updates, policies, and changes effectively. Employee EngagementFoster a positive work environment. Motivate team through recognition and incentives. Required Skills & Qualifications: Bachelor’s degree (preferred). 5–12 years of BPO experience, with at least 3 years in a team lead role. Strong verbal and written communication skills. Proficiency in CRM tools, dialers, and MS Office. Ability to coach, mentor, and lead a diverse team. Analytical and problem-solving mindset. Willingness to work flexible shifts (including US/UK hours). Preferred Attributes: Experience with international voice processes. Knowledge of customer service metrics and call center operations. High emotional intelligence and conflict resolution skills.

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