Team Leader

Job Description Job Title: Team Lead Voice/Non-Voice Process Location: Gurugram Experience Required: Minimum 3 Years Working Days: 5 Days Working Employment Type: Full-Time Job Summary: We are looking for a result-oriented Team Lead to manage voice and/or non-voice operations. The candidate will be responsible for leading a team, ensuring smooth process execution, and delivering high-quality service to international clients or within domains such as banking, investment banking, or payment gateways. Key Responsibilities: Lead and manage a team handling voice and/or non-voice processes Ensure team meets SLA, KPI, and quality benchmarks consistently Monitor daily operations and drive performance improvements Handle client communication, especially with international stakeholders (if applicable) Manage customer escalations and ensure timely resolution Conduct team huddles, feedback sessions, and performance reviews Analyze reports and metrics to identify process gaps and implement corrective actions Collaborate with internal teams such as QA, Training, and WFM Ensure compliance with organizational and client-specific guidelines Drive team engagement, motivation, and retention Key Skills & Competencies: Strong team handling and leadership skills Excellent communication skills (written & verbal) Experience in handling international clients is preferred Knowledge of banking, investment banking, or payment gateway processes Good analytical and problem-solving abilities Proficiency in MS Excel and reporting tools Ability to work in a fast-paced, target-driven environment Preferred Qualifications: Graduate/Postgraduate in any discipline Minimum 3 years of relevant experience in BPO/ITES or related domain Prior experience as a Team Lead or Senior Executive Familiarity with CRM tools and ticketing systems Perks & Benefits: 5 Days Working Cab Facilities Provided Opportunity to work with international clients Career growth and learning opportunities Dynamic and collaborative work environment Key Performance Indicators (KPIs): SLA & KPI adherence Customer Satisfaction (CSAT) Quality & Accuracy Scores Productivity & Team Utilization Escalation Management Attrition & Attendance