Team Lead - International Voice Process @ Trigent software

Job Description

Job Title: Team Lead Operations - International Voice process
Location: Bangalore
Shift: Rotational Night Shifts
CTC: 5 - 7 LPA (based on experience)
Reporting To: Assistant Manager

"Call me directly between 9:30 AM and 6:00 PM, Monday to Friday, at 8970906***."

Job Overview:

We are looking for a proactive and experienced Team Lead to manage a team of Customer Service Representatives in our international voice contact center. The ideal candidate will drive team performance, ensure high service quality, and foster a culture of excellence.

Key Responsibilities:

• Lead, mentor, and motivate a team to meet performance and quality targets.
  
• Monitor and analyze team KPIs such as call handling time, customer satisfaction scores, and adherence metrics.
  
• Conduct regular team meetings, coaching sessions, and performance reviews.
  
• Manage escalations and resolve complex customer issues effectively.
  
• Conduct quality audits and implement improvement initiatives.
  
• Coordinate daily operations to ensure smooth workflow and resource optimization.
  
• Prepare performance reports and recommend process improvements.
  
• Support training and development initiatives to enhance team skills.
  
• Ensure compliance with company policies and client requirements.
  

Qualifications:

• Bachelors degree (mandatory).
  
• 5+ years of experience in a contact center environment.
  
• Prior experience in a supervisory or team lead role, preferably for international voice processes.
  
• Strong leadership, communication, and problem-solving skills.
  
• Comfortable with working night shifts and rotational weekly offs.
  
• Familiarity with contact center tools and CRM systems.
  

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Bpo Customer Service Call Center Operations Bpo Operations Bpo Voice