Team Leader

6 hours ago

Hyderabad, Telangana, India Golden Opportunities Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Overview:

  • We are looking for a dynamic Team Leader experience in international voice processes to manage a team of 20+ agents. The role requires strong people management skills, excellent communication, and a background in BPO voice operations.

Key Responsibilities:

  • Lead a team of 20+ agents in an international voice support environment. Monitor and manage daily performance metrics (AHT, Quality, CSAT, etc.).
  • Coach, mentor, and motivate team members to achieve individual and team KPIs. Conduct regular one-on-ones, team huddles, and performance reviews.
  • Handle escalations, client interactions, and process improvement initiatives. Ensure shift discipline, attendance adherence, and manage team rosters. Drive high customer satisfaction and maintain SLA adherence.

Skills & Attributes:

  • Minimum 1-2 years of experience as TL in an international voice process. Excellent English communication and interpersonal skills.
  • Strong leadership, problem-solving, and analytical abilities. Ability to manage large teams and high-pressure environments. Flexibility to work in rotational shifts and handle global time zones.

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