About the Role
We are looking for an experienced Team Leader Voice Process to manage and motivate a team of customer service executives in our BPO setup. The role requires strong people management skills, the ability to drive performance, and ensuring excellent customer experience through inbound/outbound calls.
Key Responsibilities
- Lead and manage a team of voice process executives handling inbound/outbound calls.
- Monitor calls to ensure service quality, accuracy, and adherence to SLAs.
- Handle escalated calls and resolve complex customer issues.
- Track team performance (AHT, CSAT, FCR, attendance, productivity) and ensure targets are achieved.
- Conduct daily briefings, regular feedback, and performance reviews.
- Provide coaching and mentoring to improve team members communication, product knowledge, and customer handling skills.
- Maintain rosters, manage shrinkage, and ensure maximum team productivity.
- Collaborate with operations managers to drive process improvements and meet client expectations.
- Encourage upselling, cross-selling, and customer retention where applicable.
Requirements
- Graduate (preferred) or HSC with relevant experience.
- 24 years of experience in a BPO voice process, with at least 1 year in a team leader role.
- Strong communication skills (verbal & written) in English [add local language if required].
- Good knowledge of call center metrics and reporting.
- Ability to manage a team in a fast-paced 24/7 environment.
- Proficient in MS Excel, reporting tools, and CRM systems.
- Flexible with rotational shifts, weekends, and night shifts.
What We Offer
- Competitive in-hand salary + performance incentives.
- Career growth within a fast-growing BPO.
- Learning and development programs.
- A dynamic and supportive work culture.
