Job Title:

Team Leader International Process- Location: Bangalore

Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment

Job Summary: We are seeking an experienced and dynamic Team Leader with strong background in managing international 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.
• Ensure that IC (Individual Contributor) targets are met by the team.
• Utilize MS Excel and other basic computer tools to generate and track reports.

Required Skills & Qualifications:

• Prior experience in international process handling required.
• Proven experience in team handling, including the ability to manage and develop team members and subordinates.
• Strong supervisory skills with the ability to inspire and drive performance.
• Excellent written and verbal communication skills in English.
• Well-organized, methodical, and detail-oriented.
• Proficient with basic computer operations and MS Excel.

Additional Requirements:

• Flexible to work in a 24x7 shift environment.
• Willingness to work from office (WFO).

Role: Team Leader

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

About the company

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA.IGT gives its employees ample opportunities to accelerate their career through regular trainings and certifications that enhances their domain knowledge and helps them give their best. Our dynamic work environment enables them to meet daily challenges with state-of-the-art tools and technology. Rewarding our employees is fundamental to IGT, and employee recognition is second nature to us.