Job Title: Lead – International Voice Process Experience: 8 to 13 Years

Location: Chennai Domain: Any (BPO/KPO/ITeS) – Open to all industry backgrounds

Work Mode: onsite

Job Summary:

We are looking for an experienced and dynamic Lead – International Voice Process to manage and drive performance in a global customer support environment. The ideal candidate should have strong team management experience, excellent communication skills, and the ability to drive KPIs across multiple international geographies.

Key Responsibilities:

• Lead and manage a team of customer support executives handling international voice-based operations.

• Monitor daily operations and ensure service levels and KPIs (AHT, FCR, CSAT, SLA) are met.

•Conduct regular team huddles, performance reviews, and mentoring sessions.

•Handle escalations, resolve customer issues efficiently, and improve satisfaction scores.

•Coordinate with QA and Training teams for continuous upskilling and quality improvements.

•Ensure process compliance, data accuracy, and adherence to global standards.

•Analyze metrics and generate reports for leadership and client presentations.

•Work across time zones and manage shift schedules effectively.

Required Skills & Qualifications:

•8–13 years of experience in international voice process (BPO/Call Center/Customer Support).

•Minimum 2 years of experience in a team lead or people management role.

•Strong communication and interpersonal skills.

•Proficiency in performance metrics, dashboards, and call center tools (e.g., Avaya, Genesys, etc.).

•Experience in client handling, stakeholder management, and conflict resolution.

•Willingness to work in night shifts and rotational shifts if required.

Skills

Healthcare,Claims,Customer Care,International Voice Process