Team Leader/Assistant Manager

Job Title: Customer Service Assistant Manager / Team Lead – Voice Process

Location: Karol Bagh
Department: Customer Support / Operations

Job Summary:

We are looking for a motivated and experienced Assistant Manager / Team Lead to manage a team handling voice process customer support in a BPO environment. The ideal candidate will have hands-on experience in both domestic and international voice processes, strong focus on CSAT, and expertise in managing metrics like attrition, shrinkage, and BQ (Bottom Quartile) agent performance. You will be responsible for driving operational excellence and delivering a world-class customer experience through effective team leadership.

Key Responsibilities:

• Lead a team of agents handling inbound and/or outbound voice support for domestic/international customers.
• Monitor and improve CSAT, quality, and other key KPIs including AHT, FCR, and SLA compliance.
• Identify underperforming agents (BQ agents) and implement coaching, development plans, and performance improvement strategies.
• Analyze and manage attrition and shrinkage, taking preventive actions to maintain workforce stability.
• Manage daily, weekly, and monthly rosters to ensure optimal staffing and adherence.
• Ensure that team follows call scripts, quality guidelines, and service standards.
• Handle customer escalations professionally and ensure effective resolution with a customer-first approach.
• Collaborate with QA, WFM, HR, and Training teams for seamless operations and continuous improvement.
• Conduct regular performance reviews, team huddles, and motivational sessions to boost engagement and morale.
• Generate performance reports and insights for internal and client reporting.

Requirements:

• 5–10 years of experience in customer service, with at least 4years in a team lead or assistant manager role for voice process.
• Proven experience managing voice support teams in domestic and/or international BPO setups.
• Strong focus on CSAT and understanding of customer experience best practices.
• Experience in handling key operational metrics: Attrition, Shrinkage, Roster Adherence, and BQ agent development.
• Proficient in CRM/call center tools Ameyo dailer, Salesforce).
• Excellent communication, people management, and conflict-resolution skills.
• Bachelor's degree or equivalent; additional certifications (e.g., Six Sigma, COPC) are a plus.

Preferred Qualifications

• Hands-on experience with voice analytics or QA feedback systems.
• Proficient in reporting, Excel dashboards, and basic data analysis

What We Offer:

• Competitive compensation and performance incentives.
• Career growth opportunities in a high-performing BPO setup.
• A collaborative, transparent, and people-friendly work environment.

Interested candidates can call or WhatsApp on 9289809622 HR Prachi

Job Type: Full-time

Pay: ₹30,000.00 - ₹50,000.00 per month

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Work Location: In person