Job Title

We are looking for an experienced and dynamic Team Leader – Voice Process to manage and drive performance for a team of customer service representatives. The ideal candidate should have strong leadership skills, a customer-first mindset, and the ability to meet operational targets in a fast-paced BPO environment.Key Responsibilities:Lead, manage, and mentor a team of voice process executivesDrive team performance to achieve KPIs such as CSAT, Quality, AHT, and ProductivityConduct regular team huddles, performance reviews, and feedback sessionsMonitor calls and ensure adherence to quality standardsHandle escalations and provide timely resolutionCoordinate with internal stakeholders for process improvementsEnsure team engagement, motivation, and retentionPrepare and present daily/weekly/monthly performance reportsRequired Skills & Qualifications:Minimum 7+ years of total experience in BPO / Customer ServiceAt least 2 years of experience as a Team Leader (on paper)Strong knowledge of voice process operations & KPIsExcellent communication, leadership, and people management skillsAbility to handle pressure and meet deadlinesProficiency in MS Excel & reporting toolsExperience in handling escalations and client communicationPreferred Skills:Experience in international voice process (added advantage)Strong analytical and problem-solving abilitiesExposure to process improvement methodologiesWhy Join Us?Competitive salary package up to ₹10 LPAOpportunity to lead high-performing teamsCareer growth in a fast-paced environmentDynamic and collaborative work cultureThanks,Shilpa Singh+91-9136283188