Team Lead

Hi , Candidates

Team Lead Customer Support (International Voice Process)

Location: Airoli (Work from Office)

Salary: Upto 7 LPA

Shift: Night Shift (US Process)

Work Mode: Work from Office

Experience: Minimum 1+ Years (As a team lead on paper)

Role Overview:

We are looking for a passionate and experienced Team Leader Customer Support to lead a high-performing international voice team. The ideal candidate will have strong leadership experience in managing large teams, driving performance through data-driven decisions, and ensuring a superior customer experience across inbound and outbound operations.

Key Responsibilities:

• Lead and manage a team of 20+ associates in International Voice Support (Inbound & Outbound).
• Conduct regular performance reviews, coaching, and feedback sessions to drive productivity.
• Analyze daily/weekly reports to identify trends and improvement opportunities.
• Manage escalations efficiently while maintaining customer satisfaction at the core.
• Ensure 100% compliance with company policies, attendance, and shift rosters.
• Excellent communication (verbal & written) and interpersonal skills.
• Hands-on experience in performance management, coaching, and RCA (Root Cause Analysis).
• Proficiency in CRM tools (Salesforce, MS Office 365) and reporting dashboards.
• Should be comfortable with night shifts and immediate joiners will be preferred.

Education:

Graduate in any discipline (mandatory).