Role & responsibilities

Key Responsibilities:

- Manage and supervise a team of Customer Service Executives (CSRs).
- Monitor daily team performance against KPIs such as productivity, quality, attendance, and customer satisfaction.
- Conduct team huddles, coaching sessions, and performance reviews.
- Handle customer escalations and provide timely resolution.
- Ensure adherence to company policies, processes, and compliance standards.
- Analyze performance reports and implement improvement plans.
- Identify training needs and coordinate with the training team.
- Motivate and engage team members to achieve departmental goals.
- Maintain high levels of customer service and operational efficiency.
- Collaborate with internal stakeholders to improve processes and customer experience.

Required Qualifications:





- Graduate in any discipline.
- 2 to 5 years of experience in a Domestic Voice Process.
- Minimum 1 year of experience as a Team Leader or Acting Team Leader.
- Strong leadership and people management skills.
- Excellent verbal and written communication skills.
- Ability to handle escalations and conflict resolution effectively.
- Valuable analytical and problem-solving abilities.
- Proficiency in MS Excel, MS Office, and reporting tools.

Preferred candidate profile

- Immediate joiners only
- Fluency in Hindi - mandatory

Share your cv to [email protected]

📌 Team lead - Voice (Immediate) bengaluru
🏢 TP
📍 Bengaluru