Key Responsibilities

- Supervise and manage the daily operations of the voice process team
- Monitor team performance against defined KRAs & KPIs
- Ensure achievement of targets related to AHT, NPS, CSAT, and other key metrics
- Identify and manage shrinkage and attrition levels proactively
- Conduct regular performance reviews, coaching, and feedback sessions
- Prepare and share performance reports with stakeholders
- Handle escalations and provide resolutions within defined SLAs
- Collaborate with quality and training teams to improve team efficiency
- Maintain high levels of team motivation and engagement
- Contribute to process improvement initiatives and implement best practices

Required Qualifications and Skills

- Minimum 1 year of experience as a Team Leader in a voice process
- Minimum 5 years total experience in BPO/Customer Support
- Strong knowledge of voice process metrics: AHT, NPS, CSAT, shrinkage, attrition
- Excellent communication, leadership, and problem-solving skills
- Ability to work in quick-paced and target-driven environments
- Experience in FinTech customer support is a strong plus

📌 Team Leader Operations - BPO (Mumbai)
🏢 Witbloom Training Placement
📍 Mumbai