CS Team Lead

Role Overview: As a Team Lead in the Voice Process at unifyCX, you will be responsible for managing and guiding a team of call center agents to ensure the delivery of high-quality services to our clients. Your role will involve driving team performance, maintaining adherence to key performance indicators (KPIs), and enhancing customer satisfaction levels through effective leadership and operational excellence. Key Responsibilities: - Manage a team of voice process agents to meet daily targets and quality metrics. - Monitor team performance, provide regular feedback, and conduct performance reviews. - Handle customer escalations promptly and ensure effective resolution. - Improve processes to optimize call handling time and enhance customer satisfaction. - Conduct team huddles, training sessions, and daily briefings to enhance team performance. - Collaborate with QA, Training, and Workforce Management teams to align goals. - Track and report team performance data regularly to the management. - Foster a positive and energetic team environment focused on growth and development. Qualifications Required: - 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. - Proficiency 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 processes. - 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.,