Team Lead - BPO Voice Process

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:

- 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.