Team Leader – International Voice
Gratitude IncTeam Leader – International Voice
Job Description
Key Skills
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Job Title: Team Leader – International Voice
Company: TCS
Location: Goregaon East, Mumbai
Work Mode: Work From Office
Process Type: International Voice
Salary: ₹5.00 LPA – ₹5.50 LPA
Experience: Minimum 1 year of Team Leader experience on paper in an International Voice Process
Role: Team Leader / Operations
Industry: BPO / Customer Service
Job Description
TCS is hiring a Team Leader – International Voice to manage and mentor a team of associates while ensuring operational discipline, service quality and achievement of business targets. The role involves team handling, performance management, workforce coordination and ensuring SLA adherence.
Key Responsibilities
Maintain team discipline and monitor absenteeism on the floor.
Drive staff retention and employee engagement within the team.
Coordinate effectively between Managers and Team Members.
Ensure prompt and accurate customer service and achievement of targets.
Handle team building and implementation of operational processes.
Mentor team members and provide regular performance feedback.
Analyze process dashboards, team performance reports and operational metrics.
Maintain working knowledge of AHT and WFM.
Drive the team toward achieving defined SLA targets.
Motivate associates through effective people management and career development.
Implement appropriate reporting mechanisms and ensure timely submission of operations reviews.
Prepare team rosters and manage shrinkage.
Conduct process/team audits and provide constructive feedback.
Monitor team performance and prepare reports on key metrics.
Use analytical skills and MS Excel to support performance tracking and reporting.
Candidate Requirements
Minimum 1 year of Team Leader experience on papers in an International Voice Process.
Strong team handling and people management skills.
Good understanding of AHT, WFM, SLA and shrinkage management.
Strong analytical and reporting skills.
Good proficiency in MS Excel.
Excellent communication and interpersonal skills.
Ability to coach, mentor and motivate team members.
Comfortable working in a target-driven BPO environment.
Top 5 Skills
Team Handling & People Management
International Voice Process
SLA / AHT / WFM
Performance Management & Coaching
MS Excel & Analytical Skills
Eligibility
Minimum 1 year of documented Team Leader experience
Must have International Voice Process experience
Relevant TL experience must be reflected in employment records/documents
Strong understanding of team performance metrics and operational processes
Role
Deputy Manager-Operations
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
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