Team lead - Voice (Immediate) bengaluru

Role & responsibilities

Key Responsibilities:

• Manage and supervise a team of Customer Service Executives (CSRs).
• Monitor daily team performance against KPIs such as productivity, quality, attendance, and customer satisfaction.
• Conduct team huddles, coaching sessions, and performance reviews.
• Handle customer escalations and provide timely resolution.
• Ensure adherence to company policies, processes, and compliance standards.
• Analyze performance reports and implement improvement plans.
• Identify training needs and coordinate with the training team.
• Motivate and engage team members to achieve departmental goals.
• Maintain high levels of customer service and operational efficiency.
• Collaborate with internal stakeholders to improve processes and customer experience.

Required Qualifications:

• Graduate in any discipline.
• 2 to 5 years of experience in a Domestic Voice Process.
• Minimum 1 year of experience as a Team Leader or Acting Team Leader.
• Strong leadership and people management skills.
• Excellent verbal and written communication skills.
• Ability to handle escalations and conflict resolution effectively.
• Good analytical and problem-solving abilities.
• Proficiency in MS Excel, MS Office, and reporting tools.

Preferred candidate profile

• Immediate joiners only
• Fluency in Hindi - mandatory

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