Team Lead

About the Role

We are looking for an experienced Team Lead Voice Process to manage a customer support team, drive team performance, and ensure excellent customer experience.

Key Responsibilities

• Lead and manage a Voice Process – Customer Support team.
• Drive team productivity and achieve performance targets.
• Monitor AHT, CSAT, Quality, and Productivity.
• Handle and resolve customer escalations.
• Manage team attrition and shrinkage.
• Conduct coaching, feedback, and performance improvement sessions.
• Maintain MIS reports and performance dashboards.
• Ensure process and quality compliance.

Mandatory Requirements

• Minimum 4 years of experience in Voice Process / Customer Support / BPO.
• Team Handling experience is mandatory.
• Strong experience in AHT & CSAT management.
• Escalation Management experience is mandatory.
• Good knowledge of customer service and voice process metrics.
• Strong communication and leadership skills.
• Candidates with immediate availability / up to 15 days' notice preferred.

Share CV: [email removed]
Contact: Raksha Shukla – [phone removed]