Team Lead

1 week ago

Bangalore, India Jobted IN C2 Full time

Overview:

*Please Note:

- English language proficiency is required for this role.
- This is a full-time, work from office role.
- This requires a U.S. schedule - India Night shift

TSI Recruitment:

Kindly carry your Updated resume and Photo ID proof.

Meet : HR – Nirmala

Contact: Nirmala 911 301 5045

Work Location: This is a Work from Office position and location is Bangalore at:

3rd Floor, Block 12B, Pritech Park SEZ, Survey No.51-64/4, Bellandur, Village, Bldg 9A Rd,

Adarsh Palm Retreat, Bellandur, Bengaluru, Karnataka 560103

Build Your Future We are seeking a dynamic and experienced Voice or Team Leader to manage and mentor a team of International voice process professionals. The ideal candidate will drive performance, ensure quality service delivery, and foster a culture of continuous improvement and collaboration, as this is the new transition.

Why should you consider TSI (part of TSI family of companies)?

- Paid training
- Team-oriented work environment
- Growth opportunity
- Generous Incentive opportunity
- Comprehensive benefits package available: including medical insurance/ ESIC, paid time off and paid holidays
- Transport facility (Depends on policy and shift) - Transportation provided
- Incentives
- Working 5 days/week

Responsibilities:

In This Role, You Will:

- Lead and supervise a team of voice agents to meet performance targets and service standards.
- Monitor daily operations and ensure adherence to SLAs, KPIs, and compliance protocols.
- Conduct regular coaching, feedback, and performance reviews to enhance team effectiveness.
- Resolve escalated customer issues and support agents in complex interactions.
- Develop and implement training programs to improve communication and customer handling skills.
- Analyze team metrics to identify trends, gaps, and opportunities for improvement.
- Foster a positive team environment and encourage professional growth.

Qualifications:

Ideal Candidate Qualifications:

- Bachelor's degree in any discipline.
- Minimum 1–3 years of experience as a Team Leader in a International Voice process.
- Strong command of English
- Excellent communication, leadership, and conflict-resolution skills.
- Proficiency in CRM tools and call centre software. (Not Mandatory).
- Ability to work in a fast-paced, multi cultured environment.

Preferred Skills:

- Team management and motivation
- Quality assurance and coaching
- Analytical thinking and problem-solving
- Customer-centric mind-set

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

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