Team Leader - International Process
Gratitude Inc
Job Overview
Apply for an opportunity with Tata Consultancy Services (TCS) , a leading global IT services and consulting company.
We are looking for an experienced Team Leader – International Voice Process to manage a team of customer service associates, ensure SLA achievement, improve performance, and maintain operational excellence at the Goregaon East location.
Key Responsibilities
Maintain team discipline, attendance, and absenteeism levels on the operations floor.
Drive employee engagement and staff retention.
Coordinate effectively between managers and team members.
Ensure prompt and accurate customer service while achieving operational targets.
Lead team building, process implementation, mentoring, and coaching.
Conduct regular performance feedback sessions with associates.
Analyze process dashboards, team performance reports, and operational metrics.
Monitor and improve key performance indicators, including AHT, SLA, and productivity.
Coordinate with Workforce Management (WFM) for roster planning and shrinkage management.
Prepare and submit operational review reports within defined timelines.
Conduct quality audits, share feedback, and implement corrective actions.
Motivate associates through effective people management and career development.
Identify performance gaps and implement improvement plans.
Maintain process compliance and ensure consistent service delivery.
Required Skills & Qualifications
Minimum 1 year of Team Leader experience on official employment records in an International Voice Process.
Experience handling, coaching, and mentoring customer service teams.
Strong understanding of SLA, AHT, productivity, attendance, and shrinkage.
Working knowledge of Workforce Management (WFM).
Good analytical and problem-solving skills.
Proficiency in MS Excel and operational reporting.
Strong communication, leadership, and team management skills.
Ability to manage performance, resolve escalations, and meet business targets.
Job Details
Company: Tata Consultancy Services (TCS)
Location: Goregaon East, Mumbai
Role: Team Leader
Process: International Voice
Experience: Minimum 1 year of Team Leader experience on paper
Compensation: As per company-approved package
Important Note
Applicants must have at least one year of Team Leader experience in an International Voice Process, supported by official employment records.
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