Team Lead

22 hours ago

bangalore, India Career Guideline Full time

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.
  • 2–4 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.

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