Team Lead Operations PES Hr Services
PES Hr Services
Office Location
Full Time
Experience: 7 - 7 years required
Pay: INR 400000 - INR 900000 /year
Type: Full Time
Location: Mumbai City
Skills: Team Leadership, US Process, international bpo, international voice process
About PES Hr Services
Job Description
We are hiring for International BPO Company which is in market for 24 Years For Team Lead Operation in International Voice process
Exp - 7+ Years
Location - Bhayandar
Shift Timing - US Shift - 6:30 PM to 3:30 AM IST (Eastern Time), 7:30 PM to 4:30 AM IST (Central Time), and 9:30 PM to 6:30 AM IST (Pacific Time).
Required Skills and Qualifications:
Graduate degree is mandatory. Prior experience 8-10 years in team handling within an international voice process in banking or financial services. Strong knowledge of credit card, loan, or lending processes is preferred.
Excellent communication and interpersonal skills with a proven ability to lead and motivate teams.
Experience in call calibration, call listening, and feedback mechanisms.
Proficiency in managing shrinkage, attrition, and workforce scheduling.
Advanced skills in Excel (pivot tables, formulas, data analysis) and working knowledge of Power BI or similar reporting tools.
Six Sigma certification or equivalent process improvement qualification is a plus
Salary - 8 - 10 LPA
Job responsibility
Lead and manage a team of agents handling international voice processes related to credit cards, loans, and lending services.
Monitor daily operations, including call calibration, call listening, and providing constructive feedback to ensure high-quality customer interactions.
Manage shrinkage, absenteeism, and attrition to maintain optimal staffing levels and productivity.
Prepare and analyze reports using advanced Excel and Power BI to track team performance, SLA adherence, and key business metrics.
Drive continuous process improvements through data analysis and implementation of best practices.
Facilitate team meetings, training sessions, and one-on-one coaching to develop skills and enhance team engagement.
Collaborate with cross-functional teams to resolve escalations and ensure customer satisfaction. Ensure compliance with company policies, regulatory requirements, and audit standards.