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Team Leader - Ops (International Voice)

8.00 to 13.00 Years   Navi Mumbai, Mumbai City   27 Jun, 2025
Epicenter Technologies Private Limited
Job LocationNavi Mumbai, Mumbai City
EducationNot Mentioned
SalaryRs 4.0 - 8 Lakh/Yr
IndustryBPO / Call Center
Functional AreaBack Office OperationsOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Job Title: Team Leader OperationsLocation: Bhayandar, MumbaiShift: US Shift (Night Shift) - 5 Days WorkingDepartment: Were hiring for 3 different departments (Customer Support, 1st Party & 3rd Party Collections)Reports To: Operations ManagerShare your CV at hidden_emailCall or WhatsApp for faster response at 91 hidden_mobileKey Responsibilities:
    • Supervise and lead a team of customer support and collections agents to meet targets and maintain quality standards.
    • Monitor team performance, provide coaching, and conduct regular feedback sessions.
    • Ensure adherence to company policies, procedures, and compliance guidelines.
    • Handle escalations and resolve customer and agent issues promptly.
    • Track daily, weekly, and monthly performance metrics and prepare reports.
    • Collaborate with other departments to improve processes and achieve overall team goals.
    • Conduct training and refresher sessions for team members.
    • Maintain a positive work environment and motivate the team.
    Skills & Qualifications:
    • Proven experience as a Team Leader or Supervisor in an international voice process.
    • Knowledge of Customer Support and Collections processes (1st and 3rd Party).
    • Strong communication and interpersonal skills.
    • Ability to motivate and lead a team effectively.
    • Problem-solving and decision-making abilities.
    • Basic computer skills and familiarity with CRM or call center software.
    • Fluency in English (both spoken and written).
    Preferred:
    • Experience working with international clients.
    • Prior exposure to both customer support and collections is a plus.

Keyskills :
process orientationshrinkagecustomer serviceattrition managementtraining managementcall audit

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