435 Aht Jobs

About the Job Were looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement. As Scheduling Specialist, You Will Assist with schedule and tracker management to ensure that all schedules are generated properly Identify customer contact trends to ensure appropriate resources are utilized Manage schedule information for new and existing employees in multiple locations using a workforce software program Ensure employee information is accurately entered and maintained on an ongoing basis Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals Work closely with the Operations Team to ensure availabilities are conducive to the business needs As Scheduling Specialist, You Have A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered) Experience with workforce management systems (asset) Advanced knowledge of Microsoft Excel (asset) Knowledge of contact center operations, functions and business processes Strong technical, analytical and problem solving skills Superior attention to detail with an eye for accuracy The ability to adapt to change in an innovative and fast paced environment Strong organizational skills and the ability to follow through on projects Excellent written and verbal communication skills The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment If Interested please share the your CV on the given mail id : shubhangi.bhalerao@intouchcx.com

BPO International Banking Support Voice process,1 year as a Team Leader on paper * Rotational Shifts *Manage team *Knows performance metrics *Motivates team If Tech Support exp then Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile *Graduation Mandatory. *Works with team spirit to achieve customer satisfaction *Mentors team *We pick calls immediately! *Dont miss right opportunity!

• Can communicate in Hindi and English both. • Call Audit (1) Live Call (2) Recorded Calls •Team Strength •Call Duration •What is AHT? •How to share Feedback •Call Calibration •No of calls audit •What is your feedback mechanism? HR - 84483 50054 Required Candidate profile Minimum 2 yrs. of experience as Quality Analyston papers BPO ONLY • 6 Days working (Monday to Saturday) • 10 am to 7 pm office hours • Sunday Fixed off • Graduate • Male and female both can apply

Role Summary We are looking for an enthusiastic Team Leader for Content Moderation Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. What's Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 5 Days Working Content Moderation Experience Mandate What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork share resume at sonam.singh1@igtsolutions.com

Role- Operations Manager Experience:- Min 10 Years in International Voice Process (Customer Support) Min 3 Years as Operations Manager on Papers Any Graduate WFO UK Shift Notice-0-30 Days 5Days working / 2 Days rotational off Contact- 8107866214-Riya

Role and Key Responsibilities: Understanding of Capacity Plan, scheduling and rostering. Skill-Based Scheduling for in-house agents Define agents according to skills and proficiencies Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling. Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly. Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrinkage. Review the projected scheduled performance and review over/ under. Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites Review DOW and Intraday Patterns and Support VTO/OT/PTO requests AHT profiling Assumption Management and Support admin features of schedules tools to include rules. Key Skills and knowledge: Knowledge of Advanced Excel to work on data and create reports; Knowledge of VBA will be an added advantage Graduate with Contact Center experience and good communication skills. People management experience. Proficiency in multi-tasking and engaging multiple stake holders at a time in a multiskilling environment. Strong process and mathematical orientation Root Cause Analysis, proactive management & data presentation Analytical bent of mind and strong process and mathematical orientation Knowledge of Contact Centre methodologies and operational principles. Complete understanding of overall operational activities including phone, email, chat, community and social media support. Effective communication skills. Advanced knowledge of MS products, particularly Excel, PowerPoint. Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Ability to simplify complex operations into repeatable processes Comfortable in a fast-paced environment Ability to make decision in time sensitive ambiguous situations Since this is a supervisory and client-facing position, the candidate must be able to communicate effectively. Avaya CMS is required, and Verint is preferred. Team Handling experience is mandatory. Must understand Billing & Invoicing. Advanced Excel knowledge to deal with data and develop reports; knowledge of VBA and PowerBI will be an advantage. Qualification : Graduation in any stream

Operations Manager (Female Only) Exp- 10+ Years (3+ Years as Operations DM/Mgr/Ops Mgr) Loc- Gurgaon || UK Shifts Pkg- 23 LPA Nancy 8586914964 Nancy.imaginators7@gmail./com Required Candidate profile Should have international voice process exp. Should have handled 100+ FTE's. Should have 3+ years on paper exp as Deputy Manager/Manager/ Sr Manager/ Operations Manager.

*Sales Team Leader & AM * Minimum 1- 4 years of experience in a relevant Contact center in outbound voice process *Graduation mandate *Excellent communication in English * 6 days working *Virtual interview *Job location Nagpur call on 7697428237

We're Hiring: Team Leader Data Annotation Location: Gurgaon | Shifts: Flexible | Experience Required: 1+ year as a Team Leader (on paper) Join IGT Solutions Pvt Ltd , a global leader in IT & BPM services for the Travel, Transportation, and Hospitality industries, and help us shape a safer digital world through effective content moderation. What Youll Be Doing: • Lead a team of 1015 agents handling image and video moderation (including afflictive content) • Drive productivity (>1000 cases/agent/day) and maintain 99% accuracy • Conduct 1:1s, weekly reviews, EWS & IDP discussions • Provide actionable data-driven insights to improve team performance • Deliver regular coaching, audits, and feedback • Ensure team well-being and collaboration with HR, L&D, Transport, and Payroll teams • Share policy/process recommendations and improvements What Were Looking For: • Minimum 1 year of proven experience as a Team Leader • Hands-on experience in data annotation (text, image, video) for international clients • Strong in performance & stakeholder management • Comfortable managing afflictive content • Willingness to work in flexible shifts Why IGT Solutions? With 10,000+ industry experts and 15 global delivery centers, IGT is redefining excellence in IT-BPM for the worlds leading travel and tech brands. Learn more: www.igtsolutions.com Were an Equal Opportunity Employer Diversity and inclusion aren’t just buzzwords—they’re our foundation. Ready to lead with impact? Apply now and be a part of something bigger. #HiringNow #TeamLeaderJobs #data annotation #GurgaonJobs #IGTSolutions #LeadershipRoles #DigitalSafety #JoinOurTeam Please share your resume on sonam.singh1@igtsolutions.com

Role Summary We are looking for an enthusiastic Team Leader for Content Moderation Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. What's Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 5 Days Working Content Moderation Experience Mandate What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork Contact Person Nidhi Rastogi 8630322833 share resume at nidhi.rastogi@igtsolutions.com

Role Summary We are looking for an enthusiastic Team Leader for Sales Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. Whats Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 5 Days Working Content Moderation Experience Mandate What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork To Apply: 7042379178

Roles and Responsibilities Oversee rostering process to optimize resource allocation and minimize shrinkage. Conduct KPI monitoring and CSAT analysis to identify areas for improvement. Manage team performance, ensuring targets are met within SLA guidelines. Ensure timely completion of tasks by setting deadlines and tracking progress against them. Develop strategies to reduce attrition rates through effective team handling practices. Desired Candidate Profile 3-8 years of experience in BPO/Call Centre In which 1 year of experience as a Team leader with a focus on customer service . Strong understanding of KPIs such as AHT, KRA, TAT, and CSAT. Excellent leadership skills with ability to manage teams effectively.

Hi We are looking for MIS EXECUTIVE Are you a highly motivated and detail-oriented individual with a passion for data Do you have a knack for turning complex numbers into clear, insightful reports that drive business decisions If so, we want you! We're looking for an MIS Executive to join our team at Digitide Solutions in Bangalore. In this role, you will be a key player in our Workforce Management (WFM) team, responsible for collecting, analyzing, and reporting on critical data to ensure operational excellence and help us make smarter, data-driven decisions. Job Opening: MIS Executive Company Name: DIGITIDE SOLUTIONS Location: Bangalore /Hyderabad /Chennai Salary: 4 - 4.5 LPA Professional Experience: 1-3 years in Workforce Management (Outbound MIS) Education: Any Graduate / Undergraduate Roles and Responsibilities Track daily volumes against forecasted volumes and compare scheduled headcount to actual headcount. Monitor Non-Productive time and collaborate with Team Leaders to proactively manage productivity and maintain the Service Level. Prepare intraday reports on staff attendance, Service Level Percentage (SL%) & Abandonment Percentage (Abn%). Reconcile daily attendance with employee timesheets against schedules and time-in/time-out reporting. Manage changes to scheduling to ensure adequate daily resource coverage. Communicate with management and operations teams to ensure compliance with company standards. Maintain a running report of attendance incidents. Monitor attendance and schedule adherence. Process schedule trade requests for posted schedules and management requests for modifications of scheduling events (meetings, training, etc.). Provide analytical support for special projects. Collaborate with the Fulfillment Operations Department Management to identify opportunities to further optimize our workforce. Collate data & prepare Management Information Systems (MIS) as per timelines and maintain the database. Ensure data facilitates and drives key decision points for process improvement and new initiatives. Ensure accuracy & validity of all data and maintain data privacy. Perform any other related duties as required or assigned. Key Deliverables Manage the entire WFM process. Monitor and analyze real-time information for the process. Design, prepare, and maintain MIS and dashboards. Key Skills Strong understanding of Outbound MIS and the WFM process. Connectivity and Dialer knowledge. Proficiency in data churning and scrubbing. Knowledge of key metrics such as Attrition, Shrinkage, Average Handling Time (AHT), and Service Level Agreement (SLA).

Customer Support Executive International Voice Process Location: Newtown, Kolkata Work Schedule: 5 Days Working Salary: Up to 5 LPA (Based on interview performance) Requirement: min 6 months of experience is required Key Responsibilities: Handle inbound international calls with professionalism and efficiency. Resolve customer queries, complaints, and provide appropriate solutions. Ensure high levels of customer satisfaction through quality service. Document all call information accurately and follow up where required. Work closely with the team and management to achieve performance goals. Requirements: Minimum 6 months of experience in an International Voice Process is mandatory. Qualification: Graduate or Undergraduate . Excellent communication skills in English (verbal and written). Strong interpersonal skills and a customer-first attitude. Ability to work in fast-paced environments and handle pressure. Additional Details: Work Days: 5 days a week (Rotational shifts) Location: Newtown, Kolkata Salary: Up to 5 LPA (Depending on interview score and experience) Why Join Us? Competitive salary package and performance incentives Professional work environment Opportunity for career advancement Stay updated with the latest job openings by following this channel! https://whatsapp.com/channel/0029VakQxxWA2pL8Jyx9XS1Z Interested candidate can WhatsApp at HR Mehak :8383025642 HR Simar :7840808749 HR Diana : 9311602064

Leading BPO in Mumbai Hiring For Team Leader/Assistant Manager International Upselling Process CTC UPTO 8LPA Require min 1 Year as Team Leader Experience in International BPO Experience in any International Sales is Mandatory Strong in Operations Matrices like Attrition, Shrinkage, CSAT Shifts 24*7 Call 8467054123 or mail CV at simmi@hiresquad.in The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability Description Essential Functions/Core Responsibilities • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment • Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations • Communicate expectations to employees and provide timely updates • Provide subject matter expertise in handling escalated customer calls as needed • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities • Stay current on internal work processes, policies and procedures. Attend required manager development training Preferred candidate profile Must be Working as Team Leader in International BPO Must have Good Communication Skills Experience in Voice Process Perks and benefits Good Incentives Interested candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Team Leader-BPO Location: Mohali Graduation Total 3 years exp, Minimum 1 year as Team Leader/SME in Bpo- on paper Salary: Up to 3.6 LPA 6 Days working Immediate Joiners preferred. Required Candidate profile If interested contact @7696495267 hr.skyway603@gmail.com -Bhumika Gupta

Hiring: US Voice Process Customer Support (International BPO) Location : Pune (Work from Office) CTC : Up to 4.92 LPA Shift : US Rotational Shifts (247) Perks : 2-way cab facility provided & Loyalty Bonus of 20k Working Days : 5 days working | 2 days rotational off Notice Period : Immediate Joiners Only About the Role We are hiring Customer Support Executives (International Voice) for a leading US Telecom process. This is a great opportunity to work in a dynamic, global environment handling customer queries and support for a major US telecom provider. Eligibility : Experience: Minimum 6 months in International Voice Process (B2C / B2B) Qualification: Graduate / Undergraduate Other: Must have prior experience in an International BPO (voice support) Key Skills: Customer Handling / Customer Support Inbound Calls Management CSAT (Customer Satisfaction) AHT (Average Handling Time) BPO Metrics (Quality, FCR, SLA adherence) How to Apply? Contact: Insha- 8081006422

For Team Leader: Minimum 3 Years Of Experience with Minimum 1 Year Of Experience As A Team Leader in Inbound Customer Service (Voice Process) is Mandatory, where managed Team Of Customer Service Associates And Teams AHT, Shrinkage, SLA & Attrition and Possess Good Communication Skills In English. For Assistant Manager: Minimum 6 Years Of Experience with Minimum 2 Years Of Experience As An Assistant Manager in Inbound Customer Service (Voice Process) is Mandatory, where managed & Coached Team Leaders, Customer Service Associates And Teams AHT, Shrinkage, SLA & Attrition and Possess Good Communication Skills In English And have handled Clients.

Job Description: Manage a team of 15 plus associates. Client Interaction (emails and telephone) Create and maintain performance and productivity reports on a daily basis. Communicate and work with all support departments to ensure the availability of infrastructure. Ensure that the attrition levels are kept to a bare minimum. Ensure that the defined SLA"s are met for the process. Ensure that productivity numbers are tracked on a daily, weekly, and monthly basis and identify. associates who are not meeting these numbers. Come up with training programs to ensure that the gaps are met on the productivity and quality levels. Key Responsibilities areas (KRA"s): Responsible for overall and individual Team Productivity improvement on a monthly basis using the previous months productivity numbers as a benchmark for excelling in the coming month. Responsible for overall and individual Team Quality output improvement based on the internalbenchmarks and SLA"s agreed with the client for each process. Responsible for Talent retention - Attrition as per the norms specified by the division. Responsible for Quality of review improvement and certified by the client based on weekly review calls. Responsible for Team Motivation to hand Role & responsibilities Preferred candidate profile

Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department. You must be adept at creating reports of your teams performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team. So, do you have what it takes to be a Team Leader? Requirements: So, what are we looking for? We need someone who has the skills to call themselves a Leader. Someone with college or vocational school graduation as a qualification and has at least one (1) year of relevant Team Leader experience managing at least 10+ teammates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how. If you have previous experience working on the phone, email and live chat customer support roles, then that’s a plus in your favor. If you’re familiar with E-Commerce, Customer service, or any other tools; flexible and willing to work different shifts - then we definitely want to talk to you. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Can share resume at 8054935126

Hiring: US Voice Process Customer Support (US Healthcare) Location: Bangalore (Work from Office) Shift Timings: US Rotational Shifts (24x7) Working Days: 5 Days a Week (2 Rotational Offs) Transport: 2-Way Cab Facility Joiners: Only Immediate Joiners will be considered Eligibility Criteria: Freshers or Minimum 1 year of experience in International Voice - Customer Support Freshers with excellent communication skills can also apply Only Graduates can apply Key Skills Required: Customer Handling and Inbound Call Management Understanding of CSAT, AHT, and BPO Metrics Excellent verbal communication in English Ability to deliver results under pressure Salary: Up to 3.5 to 4.25 LPA Contact for Further Details: Varsha- 9251688428

Hiring: US Voice Process Customer Support (US Healthcare) Location: Bangalore (Work from Office) Shift Timings: US Rotational Shifts (24x7) Working Days: 5 Days a Week (2 Rotational Offs) Transport: 2-Way Cab Facility Joiners: Only Immediate Joiners will be considered Eligibility Criteria: Freshers or Minimum 1 year of experience in International Voice - Customer Support Freshers with excellent communication skills can also apply Only Graduates can apply Key Skills Required: Customer Handling and Inbound Call Management Understanding of CSAT, AHT, and BPO Metrics Excellent verbal communication in English Ability to deliver results under pressure Salary : Up to 3.5 to 4.25 LPA Contact for Further Details: Kamya 9084148502

Job Summary: We are seeking an experienced and dynamic Team Leader with strong background in managing international and domestic customer support operations. The ideal candidate will lead a team of 15-20 members, driving performance and productivity while maintaining high standards of customer satisfaction. Key Responsibilities: Lead and manage a team of 15-20 team members in an international voice or non-voice process. Drive performance metrics including productivity, quality, shrinkage, attrition , and AHT targets based on tenure buckets. Handle escalations and provide strong floor support during operations. Conduct weekly monitoring , feedback , and coaching sessions to enhance team performance. Guide and mentor new team members through coaching and on-the-job training. Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction). Perform TNI (Training Needs Identification) and bridge process gaps effectively. Required Skills: Should have minimum 5+ years of experience in BPO. Should have been designated as a Team Lead for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. For Team Lead- Inbound experience is mandatory Graduation is must. Additional Requirements: Flexible to work in a 24x7 shift environment . Willingness to work from office ( WFO ). Ready to take the lead? Join our team and drive customer service excellence with your leadership and language skills! Please share your resume on - 9082299130

A Team Leader manages and motivates a team of customer service representatives, ensuring they meet performance targets and deliver excellent service. They handle escalated customer issues & monitor key performance indicators (KPIs).

: Urgent Hiring: Team Leader International Voice Process (US Shift) | Bangalore Location: Bangalore Working Hours: 9 hours/day | 5 days/week Shift: Night Shifts Join Date: Immediate joiners preferred Job Title: Team Leader – International Voice Process Key Responsibilities: Team Management Lead, mentor, and motivate a team of customer service representatives. Conduct regular team meetings, 1:1s, and performance reviews. Address team concerns and foster continuous improvement. Performance Monitoring Track team metrics: AHT, CSAT, Quality Scores, etc. Set and drive KPIs to meet/exceed targets. Implement action plans to boost team performance. Quality Assurance Ensure adherence to call quality standards and protocols. Conduct call audits and provide constructive feedback. Support continuous improvement through coaching and training. Operational Management Oversee daily operations and resource allocation. Handle escalations and coordinate cross-functionally for resolution. Reporting Prepare and present performance reports to management. Analyze trends and suggest operational enhancements. Training & Development Identify training needs and conduct sessions accordingly. Encourage a culture of learning and professional growth. Compliance Ensure full compliance with company policies and regulatory requirements. Stay updated on industry best practices. Requirements: Education: Bachelor’s Degree (Mandatory) Experience: Minimum 5 years in an international voice process (US preferred) At least 1 year as a Team Leader or Team Coach in an inbound voice process Skills: Excellent communication skills – verbal and written (English) Strong leadership, coaching, and team handling capabilities In-depth knowledge of quality monitoring, contact center KPIs (AHT, CSAT, NPS, FCR) Proficient with CRM systems, QA tools, and reporting dashboards High attention to detail, problem-solving ability, and analytical mindset Capable of thriving under pressure and in rotational night shifts How to Apply: Interested candidates, please send your updated CV to: Rani: Rani.ramchandani@sagilityhealth.com Regards, Rani