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Careers

Voice Group – Team Leader

Bangalore

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Job Brief

Indecomm is seeking a dynamic Team Leader for the Voice Group, who possesses exceptional communication skills, hands-on process expertise, and a solid background in US Customer Calling, Payoff & HOA requests, VOEs, and managing multiple projects. The ideal candidate should excel in team leadership, reporting, and data analysis, and actively contribute to initiatives that enhance processes.

Roles and Responsibilities

  • Manage various tax products including regular refinance, water & sewer, and purchase products.
  • Maintain up-to-date knowledge of the US Tax Domain, adhering to industry standards and guidelines.
  • Stay informed on State and Federal regulations and requirements.
  • Assist the manager in conducting employee evaluations and documenting staff feedback.
  • Research and propose methods for service improvement, providing detailed management recommendations.
  • Effectively manage workflow to ensure tasks are completed within SLA timelines.
  • Conduct weekly quality assessments of assigned analysts, offering timely feedback and escalating issues to management when necessary.
  • Monitor volumes and adjust staffing based on traffic patterns.
  • Develop progressive disciplinary actions and employee development plans.
  • Achieve daily targets and meet all SLAs as communicated.
  • Perform additional duties as assigned by Management.

Requirements

  • Bachelor’s degree in any discipline.
  • 1-3 years of team management experience is essential.
  • Experience in international calling (US) is a plus.
  • Proven track record of managing teams of 20-30 employees.
  • Prior experience in training/coaching teams within the respective domain is preferred.
  • Strong attention to detail, reporting, and problem-solving abilities.
  • Excellent verbal and written communication skills.
  • Proficiency in MS Office applications.
  • Familiarity with US federal and state regulations related to compliance.
  • Willingness to work flexible day and night shifts.