Team Leader – International Voice Process

Hiring – Team Leader (International Voice Process)

We are hiring experienced Team Leaders with a strong background in International Voice Process operations and people management.

Job Location: Goregaon East, Mumbai

Experience: Minimum 1 Year of documented Team Leader experience in an International Voice Process.

Key Responsibilities

• Lead, manage and mentor a team of International Voice Process associates.

• Maintain floor discipline, attendance and absenteeism.

• Drive employee engagement, team motivation and staff retention.

• Coordinate effectively between Operations Managers and team members.

• Ensure achievement of daily productivity, quality, KPI and SLA targets.

• Monitor team performance through process dashboards and operational reports.

• Conduct regular performance reviews, feedback sessions and coaching.

• Manage team rosters, shrinkage and workforce requirements.

• Monitor AHT (Average Handling Time) and other operational metrics.

• Conduct process audits and share actionable feedback with associates.

• Identify performance gaps and implement corrective action plans.

• Ensure timely submission of Operations Review reports.

• Support team building, process implementation and continuous improvement.

• Maintain accurate operational reporting using MS Excel.

Mandatory Eligibility Criteria

• Minimum 1 year of Team Leader experience in an International Voice Process.

• Team Leader designation must be reflected in official employment documents.

• Strong understanding of AHT, WFM, SLA, shrinkage and roster management.

• Proven experience in team handling, performance monitoring and floor management.

• Excellent verbal and written English communication.

• Good analytical skills and proficiency in MS Excel.

• Strong leadership, mentoring and problem-solving abilities.

Candidates with relevant International Voice Team Leader experience are encouraged to apply with their updated resumes.

Important: This position requires prior documented Team Leader experience. Candidates with only Customer Service Executive or Senior Associate experience, without an official Team Leader designation, will not meet the mandatory eligibility requirement.