Team Leader - Voice Process

We are setting up a new Voice Operations unit and are looking for a Team Leader to help build and lead a small team. This role combines team management with hands-on involvement in day-to-day operations and process setup.

You will be responsible for hiring and managing a 7 member team, ensuring service quality, and contributing to how the function is structured.

Key Responsibilities

Team Hiring & Onboarding

• Participate in sourcing, interviewing, and selecting 7 associates for the team.
• Oversee onboarding and ensure new hires are integrated into processes and expectations.

Operational Management

• Manage daily operations for an outbound/blended US voice process.
• Monitor performance against agreed quality and productivity metrics.
• Handle basic reporting and escalation where required.

Coaching & Performance Management

• Provide regular feedback through call listening and one-on-one discussions.
• Conduct coaching sessions focused on call handling, communication, and process adherence.
• Support underperforming team members with clear action plans.

Process & Workflow Support

• Work with management to refine workflows, scripts, and reporting formats.
• Identify recurring issues and suggest practical process improvements.

Required Experience & Skills

• Experience
• Minimum 3 years in International BPO.
• Prior experience as a Team Leader or Senior SME (formal designation preferred).
• Process Knowledge
• Experience in outbound or blended US processes is required.
• Familiarity with US customer expectations and communication style.
• Communication
• Strong spoken and written English, with the ability to give clear, structured feedback.
• Work Style
• Comfortable working in a remote setup.
• Able to manage time, track work, and meet deadlines with limited supervision.

What We Offer

• Opportunity to help shape a new voice team and its ways of working.
• Role with clear accountability for a small, focused team.
• Remote-first work environment.
• Competitive compensation with performance-linked components.

Infrastructure Requirements

• Dedicated, professional home office setup.
• High-speed reliable internet connection (fiber optic preferred).