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

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.