Lead the International Voice Process team during US shifts, focusing on upselling, team performance, and call quality in a fast-paced call center environment.
Compensation
₹15K–₹32K
monthly · INR
Experience
1–5 yrs
Location
Thane
Maharashtra, India
Compensation
₹15K–₹32K
monthly · INR
Experience
1–5 yrs
Location
Thane
Maharashtra, India
The Brief
TITLE
International Lead Process (US Calling)
TYPE
Full-time
POSITIONS
10
POSTED
Sep 8, 2026
JOB ID
01a05870
TITLE
International Lead Process (US Calling)
TYPE
Full-time
POSITIONS
10
POSTED
Sep 8, 2026
JOB ID
01a05870
About the role — This full‑time position leads the International Voice Process team during US shifts, handling inbound calls and driving upsell opportunities. The role requires hands‑on management of call flows, quality metrics, and team performance to meet revenue and customer satisfaction targets.
Key responsibilities
Oversee daily operations of the International Voice Process during US shifts, ensuring adherence to call center SOPs.
Drive upsell initiatives across inbound calls, meeting or exceeding monthly revenue targets.
Monitor and analyze call quality metrics, reporting trends and recommending process improvements.
Co‑train and mentor new hires on international voice protocols and upsell techniques.
Collaborate with cross‑functional teams (Product, Sales, Compliance) to resolve escalated customer issues.
Maintain accurate records of call outcomes and upsell conversions in the CRM system.
Prepare weekly performance reports for senior leadership.
Required qualifications
1–5 years of experience managing or operating an international voice process in a call center environment.
Proven track record of upselling products or services during inbound calls.
Strong command of US shift schedules and time‑zone coordination.
Excellent communication and problem‑solving skills.
Proficiency with CRM and call‑center analytics tools.
Ability to work effectively in a non‑remote, on‑site setting.
Nice to have
Fluency in additional languages relevant to international markets.
Experience with specific CRM platforms such as Salesforce or Zendesk.
Knowledge of US regulatory compliance for outbound/inbound calls.
Prior experience leading a team in a fast‑paced, high‑volume environment.
About the company
Nanex Solutions is a full-service solutions provider with deep domain expertise in the areas of customer acquisition and retention across different verticals. With the help of several clients across US and UK market helping our clients to achieve measurable results of our highly skilled and dedicated work force environment. We operate across all time zones and work in close association with both US and UK projects with an objective to deliver the best in the market. We always believe innovation and collective knowledge can transform all our future with greater purpose. We deliver on the promise of helping our customers, colleagues and communities thrive in an ever- changing world. We Help our clients achieve measurable results with the help of our highly skilled and dedicated work force.
We have the best people onboard who are equipped with next-generation technology in order to consistently deliver superior results and strive to earn 100% customer satisfaction. We operate across all time zones and work in close association with our clients to deliver industry-leading. Our potential, proven methodologies and experience allow us to give that much-needed competitive edge to our clients, eventually enabling them to make their businesses more apprehensible, efficient & profitable. Nanex is a BPO solutions company is equipped with the state-of-art development and contact centre facilities in Mumbai, the commercial capital of India, integrating voice, data, facsimile, image and video channels at the agent desktop to transform customer interactions into an "Experience of Delight" for its client customers.