Team Leader - International Voice Process

About the role

Gratitude India is hiring an experienced Team Leader for its International Voice Process unit. The role covers leading, managing and mentoring a team of associates, maintaining floor discipline and driving productivity, quality and service targets. The position is listed as permanent and is advertised for candidates based in Goregaon East, Mumbai.

Key responsibilities

• Lead, manage and mentor a team of International Voice Process associates.
• Maintain floor discipline, attendance and absenteeism.
• Drive employee engagement, team motivation and staff retention.
• Coordinate between Operations Managers and team members.
• Ensure daily productivity, quality, KPI and SLA targets are met.
• Monitor team performance through process dashboards and operational reports.
• Conduct regular performance reviews, feedback sessions and coaching.
• Manage team rosters, shrinkage and workforce requirements.
• Monitor AHT and other operational metrics.
• Conduct process audits and share actionable feedback with associates.
• Identify performance gaps and implement corrective action plans.
• Ensure timely submission of Operations Review reports.
• Support team building, process implementation and continuous improvement.
• Maintain accurate operational reporting using MS Excel.

Required profile

• Minimum 1 year of documented Team Leader experience in an International Voice Process.
• Team Leader designation must appear on official employment documents; candidates with only Customer Service Executive or Senior Associate experience will not qualify.
• Strong understanding of AHT, WFM, SLA, shrinkage and roster management.
• Proven experience in team handling, performance monitoring and floor management.
• Excellent verbal and written English.
• Good analytical skills, strong leadership, mentoring and problem-solving abilities.

Required skills

• MS Excel
• AHT, WFM, SLA and roster management knowledge