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unifyCX - Team Lead - Call Centre

4 weeks ago

Mysuru, India Glow Touch Full time

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences.

We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.

AI, Voice of Customer, and automatic QA.

Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today.

With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.


Job Summary

We are looking for a motivated and experienced Team Leader to manage and guide a team of call center agents in our voice-based BPO process.

The ideal candidate will drive team performance, ensure adherence to KPIs, and maintain high levels of customer satisfaction.

This role involves managing daily operations, coaching agents, handling escalations, and reporting performance metrics to leadership.


Key Responsibilities

- Manage a team of voice process agents, ensuring daily targets and quality metrics are met.

- Monitor team performance, provide regular feedback, and conduct performance reviews.

- Handle customer escalations and ensure prompt and effective resolution.

- Drive operational excellence by improving processes and optimizing call handling time and customer satisfaction.

- Conduct team huddles, training sessions, and daily briefings.

- Collaborate with QA, Training, and Workforce Management teams to align goals.

- Track and report team performance data to management regularly.

- Foster a positive and energetic team environment focused on growth and development.


Skills Needed

- Minimum 5 years of BPO experience, with at least 1 year in a team-leading capacity (voice process mandatory).

- Strong leadership, communication, and people management skills.

- Ability to analyze data and drive performance improvements.

- Experience in handling international/domestic voice processes.

- Proficient in MS Office tools, especially Excel and PowerPoint.

- Ability to work under pressure and manage multiple tasks efficiently.

- Experience in handling inbound/outbound sales or customer service process.

- Knowledge of CRM tools, call monitoring systems, and dialers.

- Exposure to quality frameworks like COPC, Six Sigma, etc. (optional but advantageous).

- Flexibility to work in rotational shifts including weekends and holidays.


(ref:iimjobs.com)