Team Lead - Customer Support

As a Team Lead in the voice-based BPO process in Mangalore, your role is crucial in managing and guiding a team of call center agents to ensure high performance and customer satisfaction. Your responsibilities include: - Managing a team of voice process agents, ensuring daily targets and quality metrics are met - Monitoring team performance, providing regular feedback, and conducting performance reviews - Handling customer escalations and ensuring prompt and effective resolution - Driving operational excellence by improving processes and optimizing call handling time and customer satisfaction - Conducting team huddles, training sessions, and daily briefings - Collaborating with QA, Training, and Workforce Management teams to align goals - Tracking and reporting team performance data to management regularly - Fostering a positive and energetic team environment focused on growth and development Skills Needed: - 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 - Proficient 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 process - 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 In addition to the above details, the job requires you to have experience as a Team Lead in customer support for at least 5 years. The work location is in person.,