Team Lead US Voice Support

Job Title: Team Lead US Support (Voice & Non-Voice Support)

Location: Ecopolis , Yelahanka

Shift: Night and Rotation Shifts (Flexible to US time zones)

Role Overview:

We are seeking an experienced and proactive Team Leader to oversee a dynamic support team providing voice and non-voice assistance to our US Partners. The ideal candidate will be responsible for managing daily operations, driving performance, supporting migration and training activities, and ensuring service excellence. This role requires leadership skills, operational expertise, and the flexibility to work in night and rotation shifts aligned with US time zones.

Key Responsibilities:

Operational & Leadership Responsibilities

• Lead, motivate, and develop a team of 5-10 support associates to achieve SLA, quality, and productivity targets.
• Oversee day-to-day support operations across voice and non-voice channels, ensuring timely resolution and high customer satisfaction.
• Coordinate and facilitate partner training sessions during migration, including initial partner onboarding and ongoing knowledge transfer.
• Support the team in understanding and executing new processes related to migration, ensuring smooth adaptation.
• Conduct regular performance reviews, feedback sessions, and coaching to enhance team capabilities.
• Manage workload distribution, shift planning, and resource allocation to meet operational demands.
• Monitor team performance metrics, analyse errors/feedback, and implement continuous improvement initiatives.
• Assist in process documentation, ISO compliance, and quality audits.
• Handle escalations from team members and partners, proposing and implementing effective solutions.
• Support the team in the absence of the Associate Manager or Supervisor.

Migration & Training Focus

• Collaborate closely with US Partners to understand migration processes and facilitate initial partner training.
• Conduct comprehensive training sessions for new hires based on migration procedures.
• Ensure knowledge transfer from partners and update training materials as needed.
• Support team members during migration phases, troubleshooting issues, and reinforcing best practices.

Shift & Flexibility

• Work in night shifts and rotational schedules to align with US partner support hours.
• Maintain flexibility to adapt to shift changes, peak times, and urgent support needs.

Qualifications & Skills:

Education & Experience

• Graduate degree.
• Minimum of 1 year of experience leading support teams, preferably in voice/non-voice support for US clients, is an added advantage.
• Experience supporting migration projects or process transitions is highly desirable.

Leadership & Technical Skills

• Strong leadership skills with the ability to motivate and develop teams.
• Excellent verbal and written communication skills in English.
• Proven ability to handle escalations, resolve conflicts, and drive performance.
• Analytical mindset with problem-solving and troubleshooting capabilities.
• Proficiency in MS Office applications, especially Word and Excel.
• Ability to manage multiple systems and applications simultaneously.

Core Competencies

• Customer-centric mindset with strong interpersonal skills.
• Attention to detail and high standards of quality.
• Ability to work under pressure and meet deadlines.
• Flexibility to work night and rotational shifts.
• Eagerness to learn, adapt, and support process migration initiatives.