Voice Process Team Leader manages a team of customer service agents, overseeing daily operations, ensuring quality service, and driving performance to meet KPIs and SLAs by handling escalations, coaching staff on call handling/process adherence, managing schedules, conducting training, and analyzing metrics like AHT (Average Handle Time) and shrinkage to maintain high customer satisfaction (CSAT) and reduce attrition. Key Responsibilities: Team Management: Supervise, coach, mentor, and motivate agents to meet performance targets. Performance Monitoring: Monitor calls, review performance, provide feedback, and conduct one-on-one sessions to improve skills. Operations Oversight: Manage daily workflow, schedules, and ensure adherence to policies and procedures, ensuring SLA/KPI targets are met.



Escalation Handling: Address complex customer issues and client-level escalations that agents can't resolve. Training & Development: Identify training needs, conduct training sessions, and update the team on process changes. Reporting & Strategy: Report on team KPIs (e.g., CSAT, AHT, shrinkage) and develop strategies to improve efficiency and reduce attrition.

Job Types: Full time, Fresher

Pay: ₹19,515.62 - ₹51,875.56 per month

Benefits:
- Commuter assistance
- Flexible schedule

Language:
- Tamil (preferred)

Work Location: In person

📌 Voice Process Team Leader (Chennai)
🏢 eriez magnetics India
📍 Chennai