## 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**.

* Solid 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 - +91-XXXXXXXXXX

Pay: ₹300,000.00 - ₹350,000.00 per year

Benefits:

- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Team Lead (India)
🏢 HRH Next Services Pvt.Ltd
📍 India