CS Team Lead MLR

Role Overview: As a Team Lead for the voice-based BPO process at unifyCX, your main responsibility will be to manage and guide a team of call center agents to ensure high performance, adherence to KPIs, and customer satisfaction. You will play a key role in daily operations, coaching agents, handling escalations, and reporting performance metrics to the leadership team. Key Responsibilities: - Manage a team of voice process agents, ensuring they meet daily targets and quality metrics. - Monitor team performance, provide regular feedback, and conduct performance reviews. - Handle customer escalations efficiently to ensure prompt resolution. - Drive operational excellence by optimizing call handling time and customer satisfaction through process improvement. - Conduct team huddles, training sessions, and daily briefings to align team goals. - Collaborate with QA, Training, and Workforce Management teams to achieve common objectives. - Regularly track and report team performance data to management. - Foster a positive and growth-focused team environment. Qualifications Required: - Minimum 5 years of BPO experience with at least 1 year in a team-leading role (voice process experience is mandatory). - Strong leadership, communication, and people management skills. - Proficiency in MS Office tools, particularly Excel and PowerPoint. - Ability to analyze data and drive performance improvements. - Experience in handling international/domestic voice processes. - Ability to work under pressure, manage multiple tasks efficiently, and work in rotational shifts. - Experience in inbound/outbound sales or customer service processes. - Knowledge of CRM tools, call monitoring systems, and dialers. - Exposure to quality frameworks like COPC, Six Sigma is advantageous. (Note: The additional details about unifyCX have been omitted as they were not directly related to the job role.),