International Voice Process
BROCUS IT SOLUTIONS PVT LTD
Navi Mumbai, Maharashtra, India2h agovia LinkedIn
About the Role
The Team Leader – International Voice Process will oversee a team handling outbound and inbound calls for US-based clients, ensuring service levels, quality standards, and performance targets are consistently met. This is a full-time, on-site role based in Navi Mumbai, requiring hands-on supervision of daily operations on the floor.
Key Responsibilities
- Monitoring call performance
- Coaching and mentoring agents
- Conducting regular feedback sessions
- Managing team schedules and adherence
- Analyzing call reports
- Identifying process gaps
- Implementing performance improvement plans
- Coordinating with operations and client management teams
- Handling escalations
- Ensuring compliance with client and regulatory guidelines
- Contributing to training and process documentation
Qualifications
- Strong Team Leadership and Team Management skills to guide, motivate, and develop a high-performing international voice team.
- Excellent Communication skills, including clear spoken English, active listening, and professional call-handling abilities.
- Solid Analytical Skills to interpret performance data, identify trends, and recommend actionable improvements.
- Operations Management skills to handle workforce planning, process adherence, and service level delivery.
- Previous experience as a Team Leader or Supervisor in an international voice or BPO environment is highly preferred.
- Ability to manage escalations, work under pressure, and meet targets in a fast-paced, client-driven setting.
- Comfortable working in shifts aligned with US time zones, with strong reliability and punctuality.
- Graduate degree or equivalent experience in business, management, or a related field is beneficial.