Operations Team Lead-International Voice process

Team Leader Operations (International Voice process)

Hyderabad

Onsite

Start date : 23 March 2026

Max CTC: 8 LPA

Roles and Responsibilities

DELIVERY MANAGEMENT

Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers and providing plan of actions with execution adherence

Ability to look for alternative solutions for problems identified; Takes decisions based on logical reasoning and relevant information.

Has hands on experience in handling daily deliverables and leads by example to his/her team members

Has a sound understanding of policy, procedures and regulatory compliance enough to guide others

Answers inquiries by clarifying desired information; researching, locating, and providing information

Maintains customer records by updating account information on a regular basis

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Prioritizes work in alignment with Teams goals, and acts accordingly

Maintaining SLA target monthly to achieve desired KPI s including absenteeism and attrition within the team

Able to interpret metrics / data

Fulfils requests by clarifying desired information; completing transactions; forwarding requests.

PEOPLE MANAGEMENT

Self-Management

Ability to multi-task and conduct business training (pre-process & process), handle quality & MIS

Work with Supervisor in effective planning of manpower.

Identify probable attrition and take measures towards retention

Attrition and Absenteeism -control and maintains threshold

Assumes responsibility for work activities and coordinating efforts Managing & Inspiring others Managing an average team size of 15-20 members

Approachable and supportive towards the team. Also, we should have the ability to motivate the team in the right direction to achieve the targets

Regularly organizing huddles to update the product & process changes.

Managing & Inspiring others

Managing an average team size of 15-20 members

Approachable and supportive towards the team. Also, we should have the ability to motivate the team in the right direction to achieve the targets

Regularly organizing huddles to update the product & process changes.