Team Lead Domestic Voice Process

Teleperformance (TP)

1 - 4 years

3 - 4 Lacs

hyderabad

Posted:-1 days ago| Platform:

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Skills Required

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Location:

Key Responsibilities:

Lead and manage a team of voice process executives handling inbound/outbound calls.
Monitor team performance and ensure achievement of KPIs such as call quality, customer satisfaction, and productivity.
Provide coaching, feedback, and training to team members to improve performance.
Handle escalations and resolve customer issues efficiently.
Prepare daily/weekly/monthly reports and share insights with management.
Ensure adherence to company policies and process compliance.
Conduct team meetings and motivate team members to achieve targets.
Collaborate with quality and training teams for continuous improvement.

required Skills & Qualifications:

Minimum 2 to 4 years of experience in a voice process, with at least 1 year in a team lead role-Voice
Excellent communication skills in
Hindi and English
(both verbal and written).
Strong leadership, people management, and conflict resolution skills.
Ability to work under pressure and meet deadlines.
Proficiency in MS Office (Excel, Word, PowerPoint).

Preferred Attributes:

Experience in domestic BPO/customer service.
Knowledge of CRM tools and call center technologies.

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