Team Lead - International Voice Process

Freelance; Mohali; On-site; INR 350,000 - 500,000; Full time

Job summary

Freelance is seeking an experienced Team Lead for an international voice process in the BFSI domain. Immediate joiners only are invited to apply and join the US voice support operations.

You will lead a team of customer service associates, monitor productivity, quality, CSAT and service levels, coach staff, and drive performance improvements and engagement. Candidate must have prior team lead experience in a voice-based role, strong communication, and hands-on coaching abilities to resolve

Qualifications

• Experience in an international voice process is mandatory.
• BFSI domain experience is mandatory.
• Prior Team Lead experience in a voice-based process is required.
• Immediate joiner is required.

Responsibilities

• Lead and manage a team of customer service associates handling inbound and/or outbound US voice interactions.
• Monitor team performance against productivity, quality, CSAT, and service levels.
• Conduct regular performance reviews, provide feedback, and coach team members to improve performance.
• Ensure adherence to process guidelines, quality standards, compliance requirements, and client expectations.
• Manage escalations and support the team in resolving complex customer queries.
• Track daily performance metrics and prepare operational reports.
• Drive team engagement, attendance, productivity, and overall process performance.

Skills

Communication

Team leadership

Coaching

Performance management

Job description

****IMMEDIATE JOINERS ONLY ****

Key Responsibilities

• Lead and manage a team of customer service associates handling inbound and/or outbound US voice interactions.
• Monitor team performance against key metrics, including productivity, quality, customer satisfaction, and service levels.
• Conduct regular performance reviews, provide feedback, and coach team members to improve performance.
• Ensure adherence to process guidelines, quality standards, compliance requirements, and client expectations.
• Manage escalations and support the team in resolving complex customer queries.
• Track daily performance metrics and prepare operational reports.
• Drive team engagement, attendance, productivity, and overall process performance.

Mandatory Requirements

• Prior experience in an international voice process is mandatory.
• BFSI (Banking, Financial Services, and Insurance) domain experience is mandatory.
• Prior Team Lead experience in a voice-based process is required.
• Strong communication, team handling, coaching, and performance management skills.
• Must be an immediate joiner.

Important Screening Criteria

• Candidates with only chat or email support experience will not be considered.
• BFSI experience is essential; candidates from food delivery or other non-BFSI domains, such as DoorDash, will not be considered.
• Candidates must have hands-on experience in an international voice process.
• Only immediate joiners should apply.