TEAM LEADER – US SHIFT (VOICE PROCESS) – Kolkata

Stride India; Kolkata District; On-site; INR 630,000 - 770,000; Full time

Job summary

Stride India seeks a capable Team Leader for its US Voice Process in Kolkata. The role requires 2–4 years in a Team Leader position, with a Bachelor's degree in any stream. You will coach a 15–20 member team, monitor quality metrics, and drive performance in a fast-paced environment.

The candidate must communicate in fluent English, handle night shift rotations, and uphold a high-performance culture while delivering results for clients.

Qualifications

• Bachelor’s degree in any stream.
• 2–4 years of experience as a Team Leader in US Voice Process.
• Excellent English communication and strong data-analytic skills.

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

US shift

Sales targets

English communication

Data analytics

Night shifts

Education

Bachelor's degree

Job description

TEAM LEADER – US SHIFT (VOICE PROCESS) – Kolkata -

Bachelor’s degree in any stream.

Experience

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

Skills Required

• Looking for a highly energetic, confident, influential, and target-oriented Team Leader – US Shift who can 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 Resposibility

• 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.

CTC

Up to ₹7 LPA (Based on experience)

• Monday - Saturday : 10 a.m. – 6 p.m. Sunday: Closed