Team Lead

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

What We Offer