Team Lead

Role Overview: You will be joining UnifyCX, a revolutionary AI platform that empowers teams to deliver exceptional customer experiences through a blend of strategy, omnichannel support, analytics, and AI-driven tools. As a Team Leader, you will manage a team of call center agents in a voice-based BPO process, ensuring high performance, adherence to KPIs, and customer satisfaction. Key Responsibilities: - Manage a team of voice process agents, ensuring daily targets and quality metrics are achieved. - Monitor team performance, provide feedback, and conduct performance reviews. - Handle customer escalations and ensure timely resolutions. - Drive operational excellence by optimizing processes and enhancing customer satisfaction. - Conduct team huddles, training sessions, and briefings. - Collaborate with QA, Training, and Workforce Management teams. - Track and report team performance data to management regularly. - 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 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 international/domestic voice processes. - Proficient in handling inbound/outbound sales or customer service. - Knowledge of CRM tools, call monitoring systems, and dialers. - Flexibility to work in rotational shifts, including weekends and holidays.,