Team Leader – International Voice Process

Job Overview

Apply for an opportunity with Tata Consultancy Services (TCS), a leading global IT services and consulting company.

We are looking for an experienced Team Leader – International Voice Process to manage a team of customer service associates, ensure SLA achievement, improve performance, and maintain operational excellence at the Goregaon East location.

Key Responsibilities

• Maintain team discipline, attendance, and absenteeism levels on the operations floor.

• Drive employee engagement and staff retention.

• Coordinate effectively between managers and team members.

• Ensure prompt and accurate customer service while achieving operational targets.

• Lead team building, process implementation, mentoring, and coaching.

• Conduct regular performance feedback sessions with associates.

• Analyze process dashboards, team performance reports, and operational metrics.

• Monitor and improve key performance indicators, including AHT, SLA, and productivity.

• Coordinate with Workforce Management (WFM) for roster planning and shrinkage management.

• Prepare and submit operational review reports within defined timelines.

• Conduct quality audits, share feedback, and implement corrective actions.

• Motivate associates through effective people management and career development.

• Identify performance gaps and implement improvement plans.

• Maintain process compliance and ensure consistent service delivery.

Required Skills & Qualifications

• Minimum 1 year of Team Leader experience on official employment records in an International Voice Process.

• Experience handling, coaching, and mentoring customer service teams.

• Strong understanding of SLA, AHT, productivity, attendance, and shrinkage.

• Working knowledge of Workforce Management (WFM).

• Good analytical and problem-solving skills.

• Proficiency in MS Excel and operational reporting.

• Strong communication, leadership, and team management skills.

• Ability to manage performance, resolve escalations, and meet business targets.

Job Details

• Company: Tata Consultancy Services (TCS)

• Location: Goregaon East, Mumbai

• Role: Team Leader

• Process: International Voice

• Experience: Minimum 1 year of Team Leader experience on paper

• Compensation: As per company-approved package

Important Note

Applicants must have at least one year of Team Leader experience in an International Voice Process, supported by official employment records.