Job Title: Team Lead – Voice Process (BPO)

Location: Manglore

Shifts: Rotational Shift including night shifts

Employment Type: Full-Time

About Us:

unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company

with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras,

and the Philippines. We provide personalized contact centres, business processing, and

technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has

grown from a small team to a global organization with staff members all over the world

dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX)

and drive operational efficiency for our clients. Our commitment to innovation positions us

as a trusted partner, enabling businesses across industries to meet the evolving demands of

a global market with agility and precision.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes

diversity.

Job Summary:

We are looking for a motivated and experienced Team Leader to manage and guide a team

of call center agents in our voice-based BPO process. The ideal candidate will drive team

performance, ensure adherence to KPIs, and maintain high levels of customer satisfaction.

This role involves managing daily operations, coaching agents, handling escalations, and

reporting performance metrics to leadership.

Key Responsibilities:

 Manage a team of voice process agents, ensuring daily targets and quality metrics are

met.

 Monitor team performance, provide regular feedback, and conduct performance

reviews.

 Handle customer escalations and ensure prompt and effective resolution.

 Drive operational excellence by improving processes and optimizing call handling time

and customer satisfaction.

 Conduct team huddles, training sessions, and daily briefings.

 Collaborate with QA, Training, and Workforce Management teams to align goals.

 Track and report team performance data to management regularly.

 Foster a positive and energetic team environment focused on growth and development

Skills Needed:

 Minimum 5 years of BPO experience, with at least 1 year in a team-leading capacity

(voice process mandatory).

 Strong leadership, communication, and people management skills.

 Ability to analyze data and drive performance improvements.

 Experience in handling international/domestic voice processes (specify if needed).

 Proficient in MS Office tools, especially Excel and PowerPoint.

 Ability to work under pressure and manage multiple tasks efficiently.

 Experience in handling inbound/outbound sales or customer service process.

 Knowledge of CRM tools, call monitoring systems, and dialers.

 Exposure to quality frameworks like COPC, Six Sigma, etc. (optional but advantageous).

 Flexibility to work in rotational shifts including weekends and holidays