Job Description
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