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Team Lead

2 weeks ago

Bengaluru, Karnataka, India Trigent Software Full time US$ 60,000 - US$ 1,20,000 per year

Were Hiring– Team Lead (International Voice Process)

Location: Bangalore

Two-way cab provided

We are seeking a dedicated Team Leader to guide and support a team in our international voice contact center. If you have over 5 years of BPO experience, including at least 1 year in a leadership role, this is an excellent opportunity to advance your career in team management.

Key Responsibilities:

  • Team Leadership:
  • Guide, mentor, and lead a team; conduct regular reviews, meetings, and coaching sessions.
  • Performance Management:
  • Track KPIs (e.g., AHT, CSAT); set goals; implement strategies to meet/exceed targets.
  • Quality Assurance:
  • Conduct call audits; ensure adherence to quality standards; provide feedback and training.
  • Operations Oversight:
  • Manage daily workflows; handle escalations; coordinate with cross-functional teams.
  • Reporting & Analysis:
  • Deliver performance reports; analyze trends; recommend process improvements.
  • Training & Development:
  • Identify skill gaps; facilitate ongoing training; promote a learning culture.
  • Compliance:
  • Ensure adherence to company policies and industry regulations; stay updated on best practices.

Qualifications:

  • Education:
  • Bachelor's degree (any discipline)
  • Experience:
  • 5+ years in contact center operations, with 1 year in a leadership role (international voice process preferred)
  • Skills:
  • Strong leadership, communication, and problem-solving skills; proficient in CRM/contact center tools
  • Other Requirements:
  • Flexible to work in shifts (including nights/weekends); resilient under pressure; customer-centric mindset

If you or someone you know fits this role, apply directly through the job post or share your resume