TeamLead - BPO Voice

Team Lead - BPO Voice

Location: Infopark, Kakkanad, Kochi

Qualification: Graduation Mandatory

Experience: Minimum 5 Years in BPO Voice Process (Team Handling Mandatory)

Salary: ₹5 LPA – 8 LPA (Based on previous package and experience)

We are looking for an experienced Assistant Manager – BPO Voice to lead and manage our customer support team. The ideal candidate must have strong expertise in inbound voice operations, team leadership, and performance management.

Requirements

• Minimum 5 years of BPO Voice Process experience (International preferred).
• At least 2 years of Team Handling / Supervisory experience.
• Proven experience in inbound call operations.
• Strong knowledge of shrinkage and attrition management.
• Excellent communication, leadership, and people management skills.

Responsibilities

• Lead, manage, and mentor the voice support team for inbound customer service.
• Monitor daily performance metrics, including shrinkage & attrition control.
• Conduct team meetings, coaching sessions, and conflict resolution.
• Ensure adherence to SLAs, quality parameters, and customer satisfaction targets.
• Prepare and present performance reports to senior management.

Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹800,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Provident Fund

Application Question(s):

• Are you experienced in shrinkage and attrition management?

Education:

• Bachelor's (Required)

Experience:

• BPO Voice: 5 years (Required)
• Inbound voice: 2 years (Required)
• Team management: 3 years (Required)

Shift availability:

• Night Shift (Required)