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Voice Group – Team Leader

2 months ago

bangalore, India INDECOMM Full time

Job Brief

Indecomm is seeking a dynamic Team Leader for the Voice Group, who possesses exceptional communication skills, hands-on process expertise, and a solid background in US Customer Calling, Payoff & HOA requests, VOEs, and managing multiple projects. The ideal candidate should excel in team leadership, reporting, and data analysis, and actively contribute to initiatives that enhance processes.

Roles and Responsibilities

Manage various tax products including regular refinance, water & sewer, and purchase products. Maintain up-to-date knowledge of the US Tax Domain, adhering to industry standards and guidelines. Stay informed on State and Federal regulations and requirements. Assist the manager in conducting employee evaluations and documenting staff feedback. Research and propose methods for service improvement, providing detailed management recommendations. Effectively manage workflow to ensure tasks are completed within SLA timelines. Conduct weekly quality assessments of assigned analysts, offering timely feedback and escalating issues to management when necessary. Monitor volumes and adjust staffing based on traffic patterns. Develop progressive disciplinary actions and employee development plans. Achieve daily targets and meet all SLAs as communicated. Perform additional duties as assigned by Management.

Requirements

Bachelor’s degree in any discipline. 1-3 years of team management experience is essential. Experience in international calling (US) is a plus. Proven track record of managing teams of 20-30 employees. Prior experience in training/coaching teams within the respective domain is preferred. Strong attention to detail, reporting, and problem-solving abilities. Excellent verbal and written communication skills. Proficiency in MS Office applications. Familiarity with US federal and state regulations related to compliance. Willingness to work flexible day and night shifts.