Team Lead - Voice Operations - BPO

We are hiring for a client of InnoQuest in the BPM sector for a Team Lead (Voice process)

Role & responsibilities:

- Lead, manage, and motivate a team of voice agents handling international customer interactions.

- Ensure adherence to SLAs, KPIs, and other performance metrics.

- Monitor team performance and conduct regular coaching and feedback sessions.

- Handle escalations efficiently while maintaining customer satisfaction.

- Implement process improvements and share best practices to enhance productivity and quality.

- Manage roster planning, attendance, and workforce allocation to ensure optimal coverage.

- Coordinate with quality, training, and workforce management teams for continuous improvement.

- Prepare and present performance reports to operations management. Conduct team meetings, daily briefings, and regular performance reviews.

- Maintain high levels of employee engagement, morale, and retention.

Preferred candidate profile:

- 5 to 12 years of total BPO experience, with at least 3 years in a team leadership role for international voice processes.

- Strong understanding of international customer service metrics and expectations (US/UK clients preferred).

- Excellent communication and interpersonal skills.

- Strong analytical, problem solving, and decision making abilities.

- Proficient in MS Office (Excel, PowerPoint, Outlook).

- Hands on experience with CRM tools, dialers, and reporting dashboards.