Team Lead - Operations - International Voice Process

Role Overview:

We are seeking a dynamic and people-focused Team Leader Operations with experience in International voice processes.

The role requires end-to-end ownership of team performance, customer experience, and process excellence across key operational metrics.

Key Responsibilities:

- Drive CSAT improvement while minimizing DSAT through coaching and effective issue resolution.

- Ensure adherence to SLA, AHT, FCR, and other contractual metrics.

- Manage team attrition and shrinkage through proactive engagement and workforce planning.

- Conduct regular coaching, feedback sessions, and audits to enhance performance quality.

- Monitor and track KPI/KRA performance; publish reports and highlight gaps with action plans.

- Handle conflict resolution within the team and act as the first point of escalation for customer issues.

- Conduct performance reviews, floor support, and motivational sessions to maintain a high-performance culture.

- Collaborate with Quality and Training teams to close knowledge/skill gaps.

Requirements:

- 1-4 years of experience as a Team Leader in international BPO voice process.

- Strong track record in people management, performance coaching, and conflict handling.

- Excellent knowledge of operational metrics (AHT, SLA, FCR, CSAT/DSAT, shrinkage, attrition, audits, KPIs & KRAs).

- Excellent communication, analytical, and problem-solving skills.

- Willingness to work in a 247 environment (rotational shifts).