Team Lead - Customer Care (Voice)

Job Title: Team Lead – Voice Customer Care
Location: Kochi, Kerala
Experience: Minimum 2 Years
Qualification: Graduate in any discipline
Shift: Rotational Shifts

Job Summary:

We are seeking an experienced and dynamic Team Lead – Voice Customer Care to manage and guide a team of customer care executives handling inbound and outbound voice-based support. The ideal candidate should have hands-on experience in voice customer service operations and team supervision. This role requires excellent leadership skills, the ability to handle escalations, and ensure high service standards in a fast-paced, rotational shift environment.

Key Responsibilities:

• Lead and manage a team of voice-based customer care executives to ensure exceptional customer interactions.
• Monitor call quality, response times, and ensure adherence to service level agreements (SLAs).
• Coach, mentor, and train team members to improve communication skills and service quality.
• Handle escalated voice calls and ensure prompt resolution of complex issues.
• Allocate daily tasks and manage shift rosters for 24/7 voice operations.
• Track team performance metrics and generate daily/weekly/monthly reports.
• Collaborate with other departments to resolve recurring customer issues.
• Ensure compliance with company policies and customer data protection protocols.

Key Requirements:

• Minimum 2 years of experience in a voice-based customer service role, with at least 1 year in a team lead or supervisory position.
• Graduate in any discipline.
• Strong command of spoken English, Malayalam, and Hindi preferred.
• Excellent leadership, communication, and conflict resolution skills.
• Willingness to work in rotational shifts (including weekends and holidays).
• Proficiency in call center software, CRM tools, and MS Office applications.

Job Type: Full-time

Pay: ₹18,000.00 - ₹21,000.00 per month