Customer Support Team Lead

Impetus Career Consultants; Mohali; On-site; INR 600,000 - 900,000; Full time

Job summary

Impetus Career Consultants in Mohali, India seeks an experienced team lead for a high‑volume international voice process. You will lead and motivate a team of voice agents, monitor performance, and drive coaching conversations to improve quality and productivity.

The role requires 4+ years in international voice processes with 1–2 years in a leadership capacity, and a BFSI background is mandatory. Join us to shape client outcomes and service excellence.

Qualifications

• 4+ years of experience in international voice process.
• 1–2 years in a leadership role.
• BFSI background/experience is mandatory.

Responsibilities

• Lead and manage a team of voice process agents.
• Monitor performance, coach, and conduct regular one-on-ones.
• Ensure adherence to quality, productivity, and customer satisfaction metrics.

Skills

Team leadership

People management

Job description

Experience: 4+ Years (2+ Years as Team Lead on paper)

What You’ll Do

• Lead and manage a team of voice process agents.
• Monitor performance, provide coaching, and conduct regular one-on-ones.
• Ensure team adherence to quality, productivity, and customer satisfaction metrics.
• Experience: 4+ years of experience in an international voice process, with at least 1-2 years in a leadership role.
• Mandatory Requirement: Must have BFSI background/Experience