TEAM LEADER - US SHIFT (VOICE PROCESS)

Stride India; Kolkata District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Stride India is seeking a Team Leader to manage a 15–20 member US Voice Process team in Kolkata. The role emphasizes leadership, coaching, and delivering performance targets in a fast-paced, client-facing environment.

The ideal candidate will possess 2–4 years of leadership experience in US voice processes, strong English communication, and solid data-analytic skills, with willingness for US night shifts in a permanent or rotational setup.

Qualifications

• Bachelor's degree in any stream.
• 2–4 years of experience as a Team Leader in a US Voice Process.
• Experience leading a team in a call center environment.
• Strong English communication and data-analytic skills.
• Willingness to work permanent or rotational US night shifts.

Responsibilities

• Lead and mentor a team of 15–20 customer support agents handling US Voice Process.
• Monitor call quality, AHT, CSAT, and SLA compliance to meet client expectations.
• Conduct performance reviews, coaching sessions, and training for skill development.
• Handle escalations and ensure timely resolution of complex customer issues.
• Prepare daily/weekly performance reports and share insights with senior management.
• Foster a positive work culture and motivate the team to achieve targets.

Skills

Team leadership

Performance management

Sales drive

English communication

Data analytics

US night shifts

Education

Bachelor's degree

Job description

Qualifications

• Bachelor s degree in any stream.

Experience

• Minimum 2 to 4 years of experience as a Team Leader in a US Voice Process.

Skills

• Lead, motivate, and manage a team of US voice process executives, drive sales performance, achieve business targets, and maintain a positive and high-performance work culture.
• The candidate should be a positive, proactive, and inspiring leader who can handle pressure, build team confidence, overcome performance challenges, and consistently drive results in a target-driven environment.
• The candidate should have excellent English communication skills and strong data-analytical skills.
• Willingness to work in permanent or rotational US night shifts.

Job Responsibilities

• Lead mentor a team of 15-20 customer support agents handling US Voice Process.
• Monitor call quality, AHT, CSAT, and SLA compliance to meet client expectations.
• Conduct performance reviews, coaching sessions, and training for skill development.
• Handle escalations and ensure timely resolution of complex customer issues.
• Prepare daily/weekly performance reports and share insights with senior management.
• Foster a positive work culture and motivate the team to achieve targets.