Voice Process Team Lead

Job Title:

Job Summary:

Key Responsibilities:

• Be flexible to work in

  rotational shifts, extensions, and weekends

  as required.
• Achieve

  daily, weekly, and monthly targets

  set for the team.
• Ensure

  6500 calls per agent per month (dialed)

  and

  100% achievement on allocation targets

  .
• Maintain a

  minimum 80% quality score

  on monthly audited calls.
• Audit executive calls, share

  timely feedback

  , and conduct

  daily mock calls

  .
• Ensure

  Calls-to-Allocation conversion rate of 5%

  and

  Overall Allocation SV conversion rate of 20%

  .
• Retain

  90% of team resources

  business expectation is

  zero attrition

  .
• Control and minimize

  shrinkage

  within the team.
• Monitor team performance and report on key metrics.
• Conduct

  weekly performance reviews

  against planned vs. actual targets and document findings.
• Provide

  coaching, mentoring, and training

  based on identified needs.
• Motivate and encourage team members to work collaboratively towards shared goals.
• Resolve team issues, handle escalations, and maintain a positive work environment.

Skills & Competencies:

• Excellent communication skills –

  English, Hindi and Marathi (mandatory)

  .
• Strong leadership, decision-making, and problem-solving abilities.
• Proficiency in

  MS Excel, PowerPoint, and other presentation tools

  .
• Good analytical and reporting skills.
• Strong interpersonal skills to manage and engage diverse teams.

Qualifications & Experience:

• Minimum 2 years

  of team handling experience in a voice process (Domestic or International).
• Real estate customer service experience will be an

  added advantage

  .
• Any Graduate/Non-Graduate may apply.

• Preferred Candidate Profile:

• Male/Female candidates with strong oral communication skills in

  English, Hindi and Marathi

  .
• Target-driven professional with a passion for people management and operational excellence.