Key Responsibilities Lead, coach, and motivate a team of voice process associates to achieve performance targets (AHT, FCR, CSAT, etc.) Manage daily operations including call flow, team attendance, and staffing requirements Monitor team KPIs and ensure adherence to SLAs Conduct regular team huddles, one-on-ones, and performance reviews Handle customer escalations and provide timely resolutions Coordinate with QA and Training teams for process improvement initiatives Prepare and present reports on team performance, challenges, and improvements Support hiring, onboarding, and training of new team members Ensure compliance with company policies and process guidelines Requirements Graduate in any discipline 2-4 years of experience in voice-based BPO processes with at least 1 year in a TL/acting TL role Strong communication and interpersonal skills Leadership and team management skills Good knowledge of MS Excel, reporting tools, and call center metrics Willingness to work in rotational shifts and weekends if required, language- Malayalam, English, Hindi
Job Title
Operations Team Lead