Team Leader

Impetus Career Consultants

Mohali

On-site

INR 600,000 - 1,000,000

Full time

2 days ago

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Job summary

Impetus Career Consultants is seeking an experienced Team Leader for an International Voice Process – Customer Support. The role focuses on guiding a team, ensuring quality, and delivering exceptional customer service.

The ideal candidate has 4+ years in international voice processes, 1–2 years in leadership, and strong English communication skills. Banking/FS experience and US client exposure are a plus.

Qualifications

4+ years of experience in an International Voice Process.
1–2 years of Team Leader/leadership experience.
Banking, Insurance or Financial Services process experience in Customer Support is required.
Strong English communication and people-management skills.
US client-handling experience preferred.

Responsibilities

Lead and manage a team of voice process agents.
Monitor performance, productivity, quality and customer satisfaction.
Handle escalations and coordinate with QA, Training and WFM teams.
Conduct coaching, feedback sessions and team huddles.
Drive SLA/KPI adherence and process improvement.

Skills

Team Leadership

People Management

Customer Support

SLA/KPI Management

Coaching

Job description

Team Leader – International Voice Process

We are hiring an experienced Team Leader for an International Voice Process – Customer Support.

Key Responsibilities:

Lead and manage a team of voice process agents.
Monitor performance, productivity, quality and customer satisfaction.
Handle escalations and coordinate with QA, Training and WFM teams.
Conduct coaching, feedback sessions and team huddles.
Drive SLA/KPI adherence and process improvement.

Requirements:

4+ years of experience in an International Voice Process.
1–2 years of Team Leader/leadership experience.
Banking, Insurance or Financial Services process experience in Customer Support is required.
Strong English communication and people-management skills.
US client-handling experience preferred.