Team Leader – Domestic Voice Process
Job Description:
We are seeking an experienced Team Leader – Domestic Voice Process to manage and drive the performance of a team in a fast-paced BPO environment. The ideal candidate should have strong team-handling experience with a proven track record in managing KPIs, Shrinkage, Attrition, Productivity, Quality, and SLA metrics.
Key Responsibilities:
- Lead, mentor, and manage a team of Customer Support Executives.
- Monitor and achieve operational KPIs including Productivity, Quality, AHT, CSAT, and Attendance.
- Analyze and control Shrinkage and Attrition to ensure optimum staffing levels.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Handle customer escalations and provide timely resolutions.
- Prepare and present daily, weekly, and monthly performance reports.
- Drive employee engagement and retention initiatives.
- Ensure adherence to process guidelines, company policies, and quality standards.
Requirements:
- Minimum 2+ years of experience as a Team Leader in a Domestic Voice Process.
- Strong understanding of KPI Management, Shrinkage, Attrition Control, SLA Management, and Workforce Planning.
- Excellent leadership, communication, and people management skills.
- Good knowledge of MS Excel and MIS reporting.
- Ability to work in a target-driven environment.
Location: Coimbatore
Company: HRH Next
Salary: 3.24LPA
Immediate Joiners Preferred.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Flexible schedule
- Paid time off
- Provident Fund
Work Location: In person
