Team Lead/SME Inbound Voice Process

4 weeks ago

Indore, India 2coms Full time

SUMMARY

Title: Team Lead Inbound Voice Process (Customer Support)

Location: Indore
Shift: US Shift (Fixed)
We are looking for an experienced professional to join as Team Lead/SME for Inbound Voice Process Customer Support.

Key Responsibilities:
Manage and lead a team of 15+ customer support executives.
Monitor performance, ensure SLA adherence, and maintain quality standards
Provide regular coaching, mentoring, and performance feedback
Handle escalations effectively and ensure seamless customer experience.
Collaborate with stakeholders for process improvement and efficiency

Requirements:

Minimum 4 years as reelvant experience for SME level
Minimum 2 years of experience as an on paper Team Lead in Inbound Voice Process
Excellent communication and interpersonal skills
Strong team management and problem-solving abilities
Experience in BPO/Customer Support domain is mandatory

What We Offer:
Fixed US Shift timings
Leadership growth opportunities
Supportive and performance-driven work culture

Requirements

  • Minimum of 1 year of experience in Accounts Payable
  • Hands-on experience in vendor set-up and review processes
  • Strong exposure to high-volume transactions and payment run processes
  • Well-versed in managing SLAs and KPIs in a dynamic environment

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