Team Lead

We are looking for an experienced and dynamic Team Leader – Voice Process to manage and drive performance for a team of customer service representatives. The ideal candidate should have strong leadership skills, a customer-first mindset, and the ability to meet operational targets in a fast-paced BPO environment.

Key Responsibilities:

Lead, manage, and mentor a team of voice process executives

Drive team performance to achieve KPIs such as CSAT, Quality, AHT, and Productivity

Conduct regular team huddles, performance reviews, and feedback sessions

Monitor calls and ensure adherence to quality standards

Handle escalations and provide timely resolution

Coordinate with internal stakeholders for process improvements

Ensure team engagement, motivation, and retention

Prepare and present daily/weekly/monthly performance reports

Required Skills & Qualifications:

Minimum 7+ years of total experience in BPO / Customer Service

At least 2 years of experience as a Team Leader (on paper)

Strong knowledge of voice process operations & KPIs

Excellent communication, leadership, and people management skills

Ability to handle pressure and meet deadlines

Proficiency in MS Excel & reporting tools

Experience in handling escalations and client communication

Preferred Skills:

Experience in international voice process (added advantage)

Strong analytical and problem-solving abilities

Exposure to process improvement methodologies

Why Join Us

Competitive salary package up to ₹10 LPA

Opportunity to lead high-performing teams

Career growth in a fast-paced environment

Dynamic and collaborative work culture

Thanks,

Shilpa Singh

+91-9136283188