Team Lead – US Voice Process

Impetus Career Consultants · Mohali district, India

Job Role and Responsibilities

1. Team Management:

o Lead and manage a team of voice process agents.

o Monitor performance, provide coaching, and conduct regular one-on-ones.

o Ensure team adherence to quality, productivity, and customer satisfaction metrics.

2. Operations Oversight:

o Oversee daily operations, including shift scheduling, attendance, and workflow.

o Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are

met.

o Coordinate with quality assurance, training, and workforce teams.

3. Client and Stakeholder Communication:

o Act as the point of contact for escalations or client feedback.

o Prepare and deliver performance reports and updates to higher management or

clients.

4. Training and Development:

o Identify training needs and arrange upskilling sessions.

o Onboard new team members and ensure knowledge retention.

5. Process Improvement:

o Analyze call data and identify areas for process improvements.

o Recommend and implement strategies for performance enhancement.

️Key Skills Required

 Excellent verbal and written English communication.

 Leadership and people management.

 Knowledge of international customer service standards.

 Experience with CRM systems, call monitoring tools, and reporting dashboards.

 Problem-solving and conflict resolution.

 Time management and multitasking.

Typical Requirements

 Bachelor’s degree or equivalent.

 4+ years of experience in an international voice process, with at least 1–2 years in a

leadership role.

 Willingness to work in night shifts or rotational shifts.

 Familiarity with US client handling is often preferred.