Key Responsibilities Lead and manage a team of voice chat support executives ensuring daily targets and SLAs are met Monitor calls and chats regularly for quality tone and resolution accuracy Conduct daily briefings performance reviews and coaching sessions with team members Track key metrics such as AHT CSAT FCR and adherence and drive continuous improvement Handle escalated customer queries that require seniorlevel intervention Prepare and present daily weekly monthly performance reports to management Identify training needs and coordinate with the training team for skill upgradation Manage attendance shift rosters and floor discipline Motivate the team to maintain high morale and low attrition Required Skills and Qualifications 35 years of experience in a BPO customer support environment with at least 1 year as a Team Leader handling domestic voice or chat process Solid people management and team handling skills Excellent communication skills in English and Hindi Proven ability to manage performance metrics like AHT CSAT FCR and Quality scores Familiarity with CRM ticketing tools and dialer chat platforms Strong problemsolving and decisionmaking ability under pressure Experience in EdTech SaaS or digital products is a plus

📌 Team Leader Voice Chat (Mumbai)
🏢 NEWAGE TECH SOLUTION PRIVATE
📍 Mumbai