Team Lead Domestic Voice Process

1 day ago

Hyderabad, Telangana, India Teleperformance (TP) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Team Lead Domestic Voice Process

Location: Hyd

Department: Customer Support / Operations

Reporting To: Process Manager / Operations Manager

Languages Required: Hindi & English (Mandatory)

Key Responsibilities:

  • Lead and manage a team of voice process executives handling inbound/outbound calls.
  • Monitor team performance and ensure achievement of KPIs such as call quality, customer satisfaction, and productivity.
  • Provide coaching, feedback, and training to team members to improve performance.
  • Handle escalations and resolve customer issues efficiently.
  • Prepare daily/weekly/monthly reports and share insights with management.
  • Ensure adherence to company policies and process compliance.
  • Conduct team meetings and motivate team members to achieve targets.
  • Collaborate with quality and training teams for continuous improvement.

required Skills & Qualifications:

  • Minimum 2 to 4 years of experience in a voice process, with at least 1 year in a team lead role-Voice
  • Excellent communication skills in Hindi and English (both verbal and written).
  • Strong leadership, people management, and conflict resolution skills.
  • Ability to work under pressure and meet deadlines.
  • Proficiency in MS Office (Excel, Word, PowerPoint).

Preferred Attributes:

  • Experience in domestic BPO/customer service.
  • Knowledge of CRM tools and call center technologies.

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