ob Title: Team Lead – BPO (Voice – Domestic Process)

Experience Required: 1–3 Years

Location: [Insert Location]

Process: Voice – Domestic

Shift: Day Shift

Salary: [Insert CTC range based on location]

• Key Responsibilities:Supervise and lead a team of Customer Service Executives (CSEs) handling inbound and outbound voice calls.
• Monitor team performance on KPIs like AHT, CSAT, FCR, and Quality.
• Conduct daily huddles, provide floor support, and manage team rosters.
• Handle escalations and provide timely resolutions to customer queries.
• Analyze call metrics and prepare daily/weekly performance reports.
• Ensure process compliance and adherence to SOPs.
• Coach and mentor team members to improve performance and productivity.
• Coordinate with QA, Training, and Operations teams to drive improvements.
• Eligibility Criteria:Graduate in any stream (preferred).
• 1–3 years of experience as a Team Lead in a domestic voice process.
• Excellent verbal communication skills in Hindi and English.
• Strong people management, problem-solving, and coaching skills.
• Proficient with MS Office and call center tools/CRM platforms.
• Ability to work under pressure and meet targets.
• Preferred Skills:Experience in telecom, e-commerce, BFSI, or utility domain voice processes.
• Exposure to quality audits and performance improvement initiatives.