Job post summary

Pay: ₹28,000.00 - ₹30,000.00 per month

Job description:

We are hiring for DBS Mintek Private Limited for an experienced Team Leader – BPO Voice Process to lead and manage a team of voice process executives. The ideal candidate should have hands-on experience in team handling, performance management, target achievement, customer escalation handling, and BPO operations.

The Team Leader will be responsible for ensuring that the team consistently meets operational targets and quality standards while maintaining productivity, attendance, and overall employee performance.

Key Responsibilities :

Lead, supervise, and manage a team of BPO Voice Process executives and ensure smooth day-to-day operations.

Drive the team toward achieving daily, weekly, and monthly business and performance targets.

Monitor key operational metrics including Productivity, Quality, AHT (Average Handling Time), SLA, Attendance, CSAT, and FCR.

Conduct regular team huddles, performance discussions, coaching sessions, and feedback meetings.

Track individual and team performance and identify employees who require additional coaching or support.

Take appropriate corrective and improvement measures to address performance gaps.

Handle customer, process, and operational escalations and ensure timely resolution.

Monitor and control absenteeism, attrition, LOP (Loss of Pay), and NCNS (No Call No Show) within the team.

Maintain discipline and ensure team members follow process guidelines, quality standards, compliance requirements, and company policies.

Coordinate with HR, Quality, Training,



and Operations teams for employee and process-related requirements.

Support new employees during the initial stages of the process and help them understand process expectations and performance standards.

Conduct regular performance reviews and provide constructive feedback to team members.

Prepare and maintain daily, weekly, and monthly MIS/performance reports.

Analyze team performance data and take necessary actions to improve productivity and quality.

Motivate team members and maintain a positive, professional, and performance-driven work environment.

Ensure effective communication of process updates, business requirements, policy changes, and operational instructions to the team.

Escalate critical operational issues to the appropriate management team when required.

Candidate Requirements :

Minimum 6 months of Team Leader experience in a BPO Voice Process is mandatory.

Candidates must have prior experience in team handling and people management.

Strong understanding of BPO operations and performance-driven environments.

Good knowledge of operational KPIs such as AHT, SLA, Productivity, Quality, CSAT, and FCR.

Excellent verbal and written communication skills.

Strong leadership, interpersonal,



coaching, and employee-management skills.

Ability to handle pressure, meet deadlines, and manage business targets.

Solid problem-solving and escalation-handling abilities.

Basic knowledge of MS Excel, MIS, and operational reporting.

Should have experience managing atleast 10+ member voice process team will be an added advantage.

Candidates must be willing to work from Pune.

Senior Associates without prior Team Leader experience will not be considered.

Immediate joiners are preferred.

Job Details :

Job Title: Team Leader – BPO Voice Process

Company: DBS Mintek Private Limited

Location: Pune

Employment Type: Full time - Work from Office

Shift: Day Shift

Salary: ₹28,000 – ₹30,000 per month

Experience: Minimum 6 months of Team Leader experience in BPO Voice Process

Education: Graduation (10+2+3)

Age: 18–30 years

Languages: English, Hindi, and Marathi

Important Eligibility Criteria:

Candidates must have both of the following:

Minimum 6 months of Team Leader experience

Prior experience in a BPO Voice Process

Candidates with only Senior Associate/Customer Service experience and no prior Team Leader experience will not be eligible for this position.

Benefits:

Health insurance

Leave encashment

Paid sick time

Paid time off

Provident Fund

Work Location: In person

Pay: ₹28,000.00 - ₹30,000.00 per month

Benefits:

- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Work Location: In person

📌 Senior Executive - Talent Acquisition (India)
🏢 Manish teaching academy
📍 India