## Job Title
**Team Leader – Domestic Voice Process**
## Experience
Minimum 1 year of experience as a Team Leader
## Job Summary
We are seeking a dynamic and result-oriented Team Leader to manage a team of **25–30 Customer Service Executives** in a Domestic Voice Process. The ideal candidate should possess strong people management skills, operational expertise, and a proven track record of achieving business KPIs while ensuring high levels of employee engagement and customer satisfaction.
## Key Responsibilities
* Manage and lead a team of **25–30 associates** in a Domestic Voice Process.
* Drive team performance to achieve operational and client-defined **KPIs and KRIs**.
* Monitor and improve key performance metrics such as:
* Productivity
* Quality Scores
* CSAT
* AHT (Average Handle Time)
* FCR (First Call Resolution)
* Adherence
* Attendance
* SLA Compliance
* Analyze daily, weekly, and monthly MIS reports and take corrective actions to improve team performance.
* Effectively manage **Attrition**, **Shrinkage**, and **Absenteeism** within acceptable business targets.
* Conduct regular coaching sessions, feedback discussions, and performance reviews.
* Prepare and execute Performance Improvement Plans (PIPs) for low performers.
* Ensure process compliance and adherence to organizational policies.
* Conduct team huddles, briefing sessions, and motivational activities to improve employee engagement.
* Identify training needs and coordinate with the Training and Quality teams for continuous skill development.
* Resolve customer escalations and support agents in handling complex customer interactions.
* Collaborate with Operations, Quality, Training, HR, and Workforce Management teams to achieve business objectives.
* Maintain high levels of team morale and employee satisfaction.
## Required Skills
* Strong leadership and people management skills.
* Excellent communication and interpersonal abilities.
* Experience in handling performance management and coaching.
* Strong analytical and problem-solving skills.
* Good knowledge of Excel, MIS reporting, and dashboard analysis.
* Ability to work under pressure and achieve operational targets.
* Excellent decision-making and conflict-resolution skills.
* Customer-centric approach with strong process knowledge.
## Qualification
* Graduate in any discipline (preferred).
* Relevant experience in Domestic Voice BPO operations.
## Preferred Candidate Profile
* Experience managing a team of **25–30 associates**.
* Strong exposure to **Attrition Management, Shrinkage Control, KPI/KRI Management, Performance Coaching, and Team Engagement**.
* Proven ability to consistently achieve business targets while maintaining quality and customer satisfaction.
* Willingness to work in rotational shifts and a target-driven environment.
HR - 6382068631
Pay: ₹300,000.00 - ₹350,000.00 per year
Benefits:
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
