Team Lead / Team Manager

Job Title: Team Lead / Team Manager

Location: Alorica India, Bangalore

Job Type: Full-time (Rotational Shifts & Rotational Week-offs)

Job Summary:

We are looking for an experienced Team Lead/Team Manager to oversee a Voice Process in a BPO operations environment. The ideal candidate should have a strong background in managing customer service teams, driving operational KPIs, and ensuring an excellent customer experience.

Key Responsibilities:

• Team Management: Supervise and mentor a team of 15 customer service agents to ensure high performance.
• Performance Monitoring: Track and improve key metrics like NPS (Net Promoter Score), AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution).
• Quality & Compliance: Ensure adherence to industry regulations and maintain compliance with company policies.
• Process Improvement: Identify gaps, implement process improvements, and enhance operational efficiency.
• Coaching & Development: Conduct regular coaching sessions, feedback discussions, and performance evaluations.
• Escalation Handling: Address customer complaints effectively and support agents in resolving complex queries.

Key Requirements:

• Experience: Minimum 1 year of experience as a Team Lead handling in a BPO environment.
• Industry Knowledge: Strong understanding of customer service KPI.
• Leadership Skills: Ability to motivate, guide, and manage a team to achieve operational goals.
• Communication Skills: Excellent verbal and written English communication skills.
• Flexibility: Willing to work in rotational shifts and rotational week-offs.
• Immediate Joiners Preferred

Compensation & Benefits:

• Competitive salary package
• Night shift allowance (if applicable)
• Performance incentives based on team KPIs