Job Title: Team Leader – Back Office Voice Process
Location: Pallavaram, Chennai
Employment Type: Full-time
Position Overview:
We are seeking a dynamic and results-driven Team Leader to manage our Back Office Voice operations. In this role, you will oversee a team of customer support and backend executives, ensuring seamless service delivery, adherence to quality standards, and continuous process improvement. You will act as the primary point of contact for your team, driving both employee engagement and operational excellence.
Languages : English & Hindi (Fluent)
Key Responsibilities
- Team Management & Leadership: Lead, motivate, and mentor a team of 15–25 associates to achieve daily/monthly performance targets.
- Operational Execution: Manage day-to-day workflow, ensuring a balance between resolving customer inquiries via voice support and executing accurate back-office data processing.
- SLA & Metric Tracking: Monitor KPIs such as AHT (Average Handle Time), Quality Scores, First Contact Resolution (FCR), and adherence to process SLAs.
- Quality & Coaching: Conduct regular call/transaction monitoring, provide constructive feedback, and hold 1-on-1 coaching sessions.
- Escalation Handling: Act as the subject matter expert (SME) to resolve complex customer escalations and manage grievance resolutions.
- Reporting & Analysis: Prepare detailed performance reports, dashboards, and maintain daily operational MIS.
- Process Improvement: Identify bottlenecks in the voice and backend workflow, proactively suggest solutions to enhance productivity and reduce operational costs.
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Experience:
- Team management: 1 year (Preferred)
Language:
- Hindi (Required)
- English (Required)
Work Location: In person
