Team Leader

3 days ago

Remote, India Golden Marketing Enterprises Full time ₹ 52,50,000 - ₹ 75,00,000 per year

We are setting up a new Voice Operations unit and are looking for a Team Leader to help build and lead a small team. This role combines team management with hands-on involvement in day-to-day operations and process setup.

You will be responsible for hiring and managing a 7 member team, ensuring service quality, and contributing to how the function is structured.

Key Responsibilities

Team Hiring & Onboarding

  • Participate in sourcing, interviewing, and selecting 7 associates for the team.
  • Oversee onboarding and ensure new hires are integrated into processes and expectations.

Operational Management

  • Manage daily operations for an outbound/blended US voice process.
  • Monitor performance against agreed quality and productivity metrics.
  • Handle basic reporting and escalation where required.

Coaching & Performance Management

  • Provide regular feedback through call listening and one-on-one discussions.
  • Conduct coaching sessions focused on call handling, communication, and process adherence.
  • Support underperforming team members with clear action plans.

Process & Workflow Support

  • Work with management to refine workflows, scripts, and reporting formats.
  • Identify recurring issues and suggest practical process improvements.

Required Experience & Skills

  • Experience
  • Minimum 3 years in International BPO.
  • Prior experience as a Team Leader or Senior SME (formal designation preferred).
  • Process Knowledge
  • Experience in outbound or blended US processes is required.
  • Familiarity with US customer expectations and communication style.
  • Communication
  • Strong spoken and written English, with the ability to give clear, structured feedback.
  • Work Style
  • Comfortable working in a remote setup.
  • Able to manage time, track work, and meet deadlines with limited supervision.

What We Offer

  • Opportunity to help shape a new voice team and its ways of working.
  • Role with clear accountability for a small, focused team.
  • Remote-first work environment.
  • Competitive compensation with performance-linked components.

Infrastructure Requirements

  • Dedicated, professional home office setup.
  • High-speed reliable internet connection (fiber optic preferred).

Job Type: Full-time

Pay: ₹50, ₹70,000.00 per month

Benefits:

  • Paid sick time
  • Paid time off
  • Work from home

Education:

  • Bachelor's (Required)

Experience:

  • Team management: 3 years (Required)
  • International voice process: 5 years (Required)
  • BPO/Call Center: 5 years (Required)

Shift availability:

  • Night Shift (Required)

Work Location: Remote

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