Job
Description
You are an experienced and motivated Team Leader responsible for managing and guiding a team of call center agents in a voice-based BPO process. Your role involves driving team performance, ensuring adherence to KPIs, and maintaining high levels of customer satisfaction. Daily operations management, coaching agents, handling escalations, and reporting performance metrics to leadership are key aspects of your responsibilities. Your main responsibilities include managing a team of voice process agents to meet daily targets and quality metrics, monitoring team performance, providing regular feedback, and conducting performance reviews. You will handle customer escalations, drive operational excellence by improving processes, optimizing call handling time, and customer satisfaction. Conducting team huddles, training sessions, and daily briefings, collaborating with QA, Training, and Workforce Management teams, and tracking and reporting team performance data to management regularly are also part of your duties. To excel in this role, you should have a minimum of 5 years of BPO experience, with at least 1 year in a team-leading capacity in a voice process. Strong leadership, communication, and people management skills are essential. You should be able to analyze data, drive performance improvements, have experience in handling international/domestic voice processes, and be proficient in MS Office tools, especially Excel and PowerPoint. Working under pressure, managing multiple tasks efficiently, and experience in inbound/outbound sales or customer service processes are also required. Knowledge of CRM tools, call monitoring systems, and dialers is beneficial, and exposure to quality frameworks like COPC, Six Sigma, etc., is advantageous but optional. Flexibility to work in rotational shifts, including weekends and holidays, is necessary. If you are looking for a challenging opportunity to lead a dynamic team in a customer-centric environment with a focus on growth and development, then this role at unifyCX may be the perfect fit for you.,
