Team Leader – US Voice Process & Client Operations

Virtual Nexgen Solutions provides dedicated Virtual Assistant and business support services to companies across the United States. We help businesses streamline daily operations, improve customer communication, manage administrative workloads, and focus on growth.

We are looking for a confident, proactive, and people-oriented Team Leader with excellent English communication skills, US voice-process experience, and the ability to manage team performance and client relationships.

This is an opportunity for someone who can lead a team, communicate professionally with US clients, solve operational challenges, and contribute to the growth of a growing service-based company.

Key Responsibilities

Team Leadership & Performance Management

Lead, guide, and support a team of Virtual Assistants and customer support professionals.

Monitor daily productivity, attendance, quality, and performance.

Set clear expectations, track targets, and ensure timely completion of assigned tasks.

Conduct regular team meetings, performance reviews, and feedback sessions.

Coach team members to improve communication, productivity, and service quality.

Identify performance gaps and implement practical improvement plans.

US Voice Process & Communication

Handle professional voice calls with US-based clients and business owners when required.

Ensure clear, confident, and professional spoken English with a neutral, easily understandable accent.

Support client communication, follow-ups, issue resolution, and service coordination.

Help team members improve their telephone etiquette, customer service, and communication skills.

Maintain a high standard of professionalism in all client interactions.

Client Relationship Management

Build and maintain strong working relationships with US clients.

Understand client requirements and ensure the team delivers according to expectations.

Conduct regular client check-ins to gather feedback and identify areas for improvement.

Handle client concerns, escalations, and service-related issues professionally.

Coordinate with internal operations teams to resolve problems and maintain client satisfaction.

Identify opportunities to improve service delivery and strengthen long-term client relationships.

Operations & Process Improvement

Oversee day-to-day operations and ensure tasks are completed accurately and on time.

Develop, document, and improve Standard Operating Procedures (SOPs) where required.

Track key performance indicators (KPIs), service quality, productivity, and client feedback.

Identify workflow inefficiencies and recommend practical solutions.

Ensure smooth communication between management, team members, and clients.

Required Skills & Qualifications

Excellent spoken and written English communication skills.

Prior experience in a US voice process, international BPO, customer support, or client-facing operations.

Experience managing, mentoring, or supervising a team.

Strong interpersonal, leadership, and problem-solving skills.

Confidence in communicating with US clients and handling professional conversations.

Ability to manage escalations, prioritize tasks, and work under pressure.

Strong organizational skills and attention to detail.

Comfortable using email, spreadsheets, CRM systems, communication platforms, and reporting tools.

A proactive mindset with a strong sense of accountability and ownership.

Preferred Qualifications

Experience as a Team Leader, Senior Customer Support Executive, Process Lead, or Operations Supervisor.

Experience handling international clients or US-based customers.

Experience managing service delivery, quality assurance, or performance metrics.

Experience in a Virtual Assistant company, outsourcing business, or customer service organization.

Ability to train new employees and improve team performance.

What We Are Looking For

We are looking for someone who is more than a supervisor. The ideal candidate is a strong communicator, a dependable team leader, a problem-solver, and a professional who understands the importance of client satisfaction.

How to Apply

If you have strong English communication skills, US voice-process experience, and the ability to lead a team while managing client relationships, we encourage you to apply.

Please submit your updated resume highlighting your international voice-process experience, team-handling responsibilities, and client management experience.

Pay

₹25,000.00 - ₹30,000.00 per month

Work Location

In person