Team Leader
Career Hunt Manpower Solution (Opc) Private LimitedFixed
₹40,000 - ₹50,000
Earning Potential
₹50,000
Fixed
₹40,000 - ₹50,000
Earning Potential
₹50,000
Work from Office
Full Time
Min. 2 years
Good (Intermediate / Advanced) EnglishJob highlights
22 applicants
Job Description
Job Title: Team Leader – US Voice Process
Job Location: Eco Space, New Town, Kolkata
Salary: Up to ₹ 50,000/- per month
Experience: 4–6 Years (BPO / Tele Sales / Sales / Customer Support in a US Voice Process)
At least 2 years of proven experience in a Team Leader / Assistant Team Leader role preferred.
Job OverviewWe are looking for a dynamic, result-oriented, and experienced Team Leader to join our fast-paced US Voice Process team at Eco Space, New Town, Kolkata. The ideal candidate will be responsible for driving team performance, managing day-to-day operations, ensuring key performance metrics (KPIs/SLAs) are met, and mentoring a team of voice process agents.
Key Responsibilities·
Team Management & Leadership: Manage and mentor a team of 15–20 US Voice Process executives/agents.
Performance Driving: Monitor daily, weekly, and monthly performance targets (conversion rates, resolution time, call quality, CSAT/FCR) and ensure the team consistently meets or exceeds goals.
Quality & Auditing: Conduct floor walking, call monitoring, side-by-side coaching, and deliver actionable feedback to agents.
Process & SLA Adherence: Maintain operational discipline, adherence to schedules, shrinkages, attrition management, and compliance standards for US processes.
Reporting & Analytics: Track metrics, prepare detailed performance reports (MIS), and present actionable insights to senior management.
Conflict Resolution & Motivation: Address agent queries, resolve escalated customer issues, and foster a positive, motivated work environment.
Required Skills & Qualifications·
Experience: 4 to 6 years of experience in a US Voice Process, Tele Sales, Customer Support, or International BPO environment.
Leadership Experience: Minimum 2 years of experience in managing or leading a team in an international voice process.
Communication: Excellent verbal and written English communication skills with strong active listening and neutralization of accent.
Working Hours: Flexibility to work in US Shifts / Night Shifts.
Problem Solving: Strong analytical, decision-making, and floor management skills.
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The candidate should have completed Graduate degree and people who have 2 to 31 years are eligible to apply for this job. You can apply for more jobs in Kolkata to get hired quickly.
The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job.
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