Team Lead (International Voice Process)
- Trigent
- 5 - 10 years
- Bengaluru
- 4 months ago
- Email to a friend
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Job Description
Were Hiring Team Lead (International Voice Process)
Location: Bangalore
Two-way cab provided
We are seeking a dedicated Team Leader to guide and support a team in our international voice contact center. If you have over 5 years of BPO experience, including at least 1 year in a leadership role, this is an excellent opportunity to advance your career in team management.
Key Responsibilities:
- Team Leadership:
- Guide, mentor, and lead a team; conduct regular reviews, meetings, and coaching sessions.
- Performance Management:
- Track KPIs (e.g., AHT, CSAT); set goals; implement strategies to meet/exceed targets.
- Quality Assurance:
- Conduct call audits; ensure adherence to quality standards; provide feedback and training.
- Operations Oversight:
- Manage daily workflows; handle escalations; coordinate with cross-functional teams.
- Reporting & Analysis:
- Deliver performance reports; analyze trends; recommend process improvements.
- Training & Development:
- Identify skill gaps; facilitate ongoing training; promote a learning culture.
- Compliance:
- Ensure adherence to company policies and industry regulations; stay updated on best practices.
Qualifications:
- Education:
- Bachelors degree (any discipline)
- Experience:
- 5+ years in contact center operations, with 1 year in a leadership role (international voice process preferred)
- Skills:
- Strong leadership, communication, and problem-solving skills; proficient in CRM/contact center tools
- Other Requirements:
- Flexible to work in shifts (including nights/weekends); resilient under pressure; customer-centric mindset
If you or someone you know fits this role, apply directly through the job post or share your resume at na****b@tr****t.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Retention - Voice / BlendedEmployement Type: Full timeContact Details:
Company: TrigentLocation(s): Bengaluru
Keyskills: Inbound Process Bpo Voice Voice Process International Voice Process
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Trigent
Trigent is a leading provider of IT services and solutions, headquartered in Boston, USA, with development centers in India. We are committed to delivering high-quality software solutions and services to our clients across the globe. Our expertise spans a wide range of industries, and we take pri...
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