CS Team Lead MLR

As a Team Lead in the Voice Process at unifyCX in Mangalore, you will play a crucial role in managing and guiding a team of call center agents in our voice-based BPO process. Your primary responsibilities will include driving team performance, ensuring adherence to KPIs, maintaining high levels of customer satisfaction, and managing daily operations effectively. You will be entrusted with managing a team of voice process agents, ensuring that daily targets and quality metrics are consistently met. Monitoring team performance, providing regular feedback, conducting performance reviews, and handling customer escalations promptly and effectively will be key aspects of your role. Furthermore, driving operational excellence by improving processes, optimizing call handling time, and enhancing customer satisfaction will be essential to your success. Collaboration with QA, Training, and Workforce Management teams to align goals, track and report team performance data regularly to management, and foster a positive team environment focused on growth and development will be critical components of your responsibilities. Additionally, conducting team huddles, training sessions, and daily briefings will be part of your routine to ensure the team's success. To excel in this role, you must possess a minimum of 5 years of BPO experience, with at least 1 year in a team-leading capacity within a voice process. Strong leadership, communication, and people management skills are essential, along with the ability to analyze data, drive performance improvements, and work under pressure efficiently. Proficiency in MS Office tools, especially Excel and PowerPoint, is required, as well as experience in handling inbound/outbound sales or customer service processes. Moreover, familiarity with CRM tools, call monitoring systems, and dialers will be advantageous. Flexibility to work in rotational shifts, including weekends and holidays, is necessary to succeed in this role. Exposure to quality frameworks like COPC, Six Sigma, etc., although optional, would be beneficial. Join unifyCX and be part of a dynamic team dedicated to delivering exceptional customer experiences and driving operational efficiency through innovative solutions.,