Team Lead -International Voice Process

Experience: with minimum 2 years as Team Lead on papers mandatory

Shift: 5days Monday to Friday (Saturday & Sunday) fixed week off Night Shift

Industry: BPO

Key Responsibilities:

• Experience into customer service background is mandatory
• Manage day-to-day team performance and floor operations
• Monitor and improve Attrition & Shrinkage to meet workforce targets
• Track and optimize AHT (Average Handle Time) without compromising quality
• Drive NPS (Net Promoter Score) improvement through coaching and process fixes
• Reduce Repeat Contacts by identifying root causes and process gaps
• Conduct daily huddles, coaching sessions, and performance reviews
• Prepare and present daily/weekly/monthly performance reports
• Handle escalations and ensure SLA/KPI adherence

Required Skills:

• Strong knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS, Utilization,TNA, TNI ,Inbound process, Repeat %
• Excellent people management and coaching skills
• Proficient in Excel/reporting tools; MIS knowledge preferred
• Strong communication and problem-solving skills
• Experience handling a team of 15-25 agents

Educational Qualification: Graduate (any discipline) is Mandatory.

Work Location : Chennai one Thoraipakkam

Interested candidates can apply or share resumes at:

Email : [email removed]

Contact: [phone removed]