{"@context":"https://schema.org","@type":"JobPosting","title":"Team Lead - International Voice Support - Gurgaon","description":"

Roles and Responsibilities

Manage a team of international voice process professionals to deliver exceptional customer service to clients across various geographies.
Oversee daily operations, ensuring adherence to SLAs, KPIs, and performance metrics such as CSAT, TAT, attrition, shrinkage control.
Develop and implement strategies for effective team handling, people management, and performance management.
Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.
Ensure compliance with company policies and procedures while maintaining high levels of quality standards.

Desired Candidate Profile

5-10 years of experience in managing international voice processes or similar BPO environments.
Strong understanding of KPIs (Key Performance Indicators), KRAs (Key Result Areas), AHT (Average Handle Time), SHRINKAGE CONTROL.
Excellent communication skills for effective team leadership and stakeholder engagement.

Interested candidate can share updated resume to brindha@gojobs.biz

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