Location: Goregaon East, Mumbai

Role: Team Leader – International Voice Process
Salary: ₹5 LPA – ₹5.5 LPA

Key Responsibilities:
• Maintain team discipline & manage absenteeism
• Drive team engagement and ensure staff retention
• Coordinate effectively between managers & team members
• Ensure service quality, accuracy & target achievement
• Lead team building and process implementation initiatives
• Mentor, coach, and provide performance feedback to agents
• Analyze dashboards, reports & team performance metrics
• Manage AHT, WFM, and SLA delivery
• Prepare rosters and manage shrinkage
• Conduct audits and share actionable feedback
• Submit timely operations reviews
• Use MS Excel for reporting and analysis

Eligibility Criteria:
• Minimum 1 year of Team Leader experience (on papers)
• Must have experience in International Voice Process
• Strong communication, leadership & analytical skills