Job Description
Team Leader – International Voice Process
We are hiring an experienced Team Leader for an International Voice Process – Customer Support.
Key Responsibilities:
- Lead and manage a team of voice process agents.
- Monitor performance, productivity, quality and customer satisfaction.
- Handle escalations and coordinate with QA, Training and WFM teams.
- Conduct coaching, feedback sessions and team huddles.
- Drive SLA/KPI adherence and process improvement.
Requirements:
- 4+ years of experience in an International Voice Process.
- 1–2 years of Team Leader/leadership experience.
- Banking, Insurance or Financial Services process experience in Customer Support is required.
- Strong English communication and people-management skills.
- US client-handling experience preferred.
- Bachelor’s degree or equivalent.
Location: Mohali
Shift: US Hours
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