We are hiring an experienced Team Leader to oversee a US Voice Process team in Noida. You will lead a group of customer support executives, ensuring high-quality service delivery, meeting KPIs, and driving team performance.

Key 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.

Requirements:

✅ Education: Graduation Mandatory (Any Stream).
✅ Experience:

• 1+ year as a Team Leader (US Voice Process) on paper.
• Prior experience in customer service/BPO (US market).
  ✅ Skills:
• Strong people management & leadership abilities.
• Excellent verbal & written English communication.
• Proficiency in MS Excel & reporting tools.
  ✅ Shift: Night Shift (US Timings) | 5-day working week (Rotational offs).

Salary & Benefits:

💰 CTC: Up to ₹7 LPA (Based on experience).
🚗 Transport: One-side cab facility (Pickup/Drop).
🏆 Perks:

• Performance-based incentives.
• Career growth opportunities into Operations Management.
• Health insurance & wellness programs.

Interview Process:

1️⃣ HR Screening
2️⃣ Operations Round (TL Experience Check)
3️⃣ Versant/Communication Test
4️⃣ Final Discussion with Senior Management