Team Lead

Dear Connections,

Hiring Team Lead (E-commerce Escalation Inbound Voice Process) Bangalore

We are looking for an experienced Team Lead for an E-commerce escalation inbound voice process. This is a mid-level hiring, and we will not be considering freshers for this position. The ideal candidate must be strong in communication, team management, and BPO operational hygiene.

Location:

Required Qualifications and Experience

• Minimum 3 years of total BPO experience.
• Minimum 1 year of experience as a Team Lead with relevant supporting documents.
• Strong fluency in English communication and comfort with Hindi.
• Graduate with 15 years of completed education.
• Hands-on experience in handling e-commerce or escalation processes will be preferred.
• Strong understanding of BPO Team Lead hygiene, performance metrics, dashboards, and people management.
  

Roles and Responsibilities

• Lead a team of agents handling e-commerce escalation inbound voice queries.
• Ensure smooth daily operations, including quality checks, attendance, and adherence.
• Monitor team performance and drive KPIs such as AHT, Quality, CSAT, and productivity.
• Conduct regular coaching, feedback sessions, and performance improvement plans.
• Handle escalations, resolve customer issues, and ensure a seamless customer experience.
• Prepare daily and weekly reports for operations.
• Maintain discipline, team hygiene, and process compliance at all times.
• Coordinate with internal stakeholders to ensure timely resolution of customer concerns.

Salary Range

5 to 5.2 LPA depending on communication skills and last drawn CTC.
Hike will be considered strictly based on the last drawn salary, up to the maximum offered range.

Contact:

Relevant Hashtags

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