International Voice process- Assistant manager - Team lead

Black And White Business Solutions; Navi Mumbai; On-site; INR 800,000 - 900,000; Full time

Job summary

Black and White Solutions Pvt Ltd in Navi Mumbai invites applications for an Assistant Manager–Team Lead role. The candidate should have 7+ years total experience, including 1+ year as Assistant Manager in International Voice Process, with strong team leadership and customer service skills.

Role focuses on managing International Voice Customer Support, achieving SLA/KPI targets, coaching staff, and driving process improvements.

Qualifications

• Must have experience in International Voice Process and team handling.
• Proven ability to manage SLAs, KPIs and quality targets.
• Strong coaching, analytics and performance improvement skills.
• Proficient in MIS reporting and MS Excel.

Responsibilities

• Lead and manage teams handling International Voice Customer Support.
• Ensure achievement of SLA, KPI, quality, productivity and CSAT targets.
• Monitor performance and conduct regular coaching sessions.
• Handle customer escalations and resolve complex issues.
• Track daily operations, attendance, productivity and adherence.

Skills

International Voice Process

Team handling

SLA & KPI management

Escalation handling

Coaching & performance

Problem solving

MS Excel proficiency

Stakeholder management

Process improvement

Target-driven environment

Education

Any Graduate

Tools

MS Excel

Job description

Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Assistant Manager- Team Lead

Qualification: Any Graduate

Relevant Experience:

• Team Lead: 5+ years overall experience, including 1+ year as Team Lead in International Voice Process.
• Assistant Manager: 7+ years overall experience, including 1+ year as Assistant Manager in International Voice Process.

Must Have Skills

• Strong experience in International Voice Process
• Team handling and people management
• SLA, KPI and performance management
• Customer escalation handling
• Coaching and performance improvement
• Strong problem-solving and analytical skills
• MIS, reporting and MS Excel proficiency
• Stakeholder management
• Process improvement and operational excellence
• Ability to work in a target-driven environment

Roles & Responsibilities

• Manage and lead teams handling International Voice Customer Support operations.
• Ensure achievement of SLA, KPI, quality, productivity and CSAT targets.
• Monitor team performance and conduct regular coaching and feedback sessions.
• Handle customer escalations and resolve complex issues effectively.
• Track daily operations, attendance, productivity and adherence.
• Prepare and analyze MIS and performance reports.
• Identify performance gaps and implement corrective action plans.
• Coordinate with internal teams and stakeholders to ensure smooth operations.
• Drive process improvements and operational efficiency.
• Support employee engagement, retention and team development.
• Ensure compliance with company policies, client requirements and process guidelines.
• Manage and mentor Team Leads/Associates and ensure consistent service delivery.

Location: Navi mumbai

CTC: Team Lead CTC: 57 LPA

• Assistant Manager – CTC: 8–9 LPA

Notice Period: Immediate Joiner to 15 Days

Mode of Work: Work From Office

Thanks & Regards,

Keerthana.BM

staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore,Karnataka,INDIA.

[e-mail]| www.blackwhite.in |

contact : 08067432469/ 8277756533