Team Lead Hyderabad

About the role

As a Team Lead, you'll guide a team of international voice and chat agents, ensuring they troubleshoot with precision, communicate with confidence, and drive value for global customers. Your blend of people leadership, Adobe product knowledge, and operational rigor will directly shape performance, quality, and revenue outcomes.

What you'll do

• Guide a team of international voice and chat agents, ensuring they troubleshoot with precision, communicate with confidence, and drive value for global customers
• Drive Operational Excellence: Own KPIs—FCR, QA, CSAT, productivity, shrinkage—and implement corrective action plans when targets slip
• Conduct RCA, audits, and continuous improvement initiatives
• Process Improvement: Identify trends, recommend workflow enhancements, and drive initiatives that improve both customer experience and team efficiency
• Track record of coaching agents to improve technical depth, voice quality, and sales behaviors simultaneously

What you need

• 1–4 yrs of experience
• Voice process
• Customer service
• Escalation handling
• Upselling
• Sales
• Cross-selling
• Any graduate

Good to have

• Root cause analysis

What you get

• ₹9 L–₹12 L a year