Team Lead

You will be joining UnifyCX, a transformative AI platform focused on empowering teams to deliver exceptional customer experiences through a blend of strategy, omnichannel support, analytics, and AI-driven tools. With a strong emphasis on automation, talent enablement, and data ethics, UnifyCX prioritizes measurable results for over 200 client programs. As a Team Leader in the voice-based BPO process, your responsibilities will include managing a team of agents to ensure daily targets and quality metrics are met, monitoring team performance, providing feedback, handling customer escalations, driving operational excellence, conducting training sessions, collaborating with other teams, and reporting performance data to management. Your role will also involve fostering a positive team environment focused on growth and development. Key Responsibilities: - Manage a team of voice process agents, ensuring daily targets and quality metrics are achieved. - Monitor team performance, provide regular feedback, and conduct performance reviews. - Handle customer escalations and ensure timely resolution. - Improve processes to optimize call handling time and customer satisfaction. - Conduct team huddles, training sessions, and daily briefings. - Collaborate with QA, Training, and Workforce Management teams to align goals. - Track and report team performance data to management regularly. - Foster a positive team environment focused on growth and development. Qualifications Required: - 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. - Proficiency 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 processes. - 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.,