Job Title: Team Leader Operations (Outbound Voice Process)
Location: Marathahalli, Bengaluru
Job Type: Full time Experience
Required: 13 years as Team Leader in BPO (Outbound Voice)
Key Responsibilities:
- Supervise a team of outbound voice agents to achieve daily/weekly/monthly targets.
- Monitor agent calls, provide regular coaching, feedback, and performance evaluations.
- Drive performance metrics such as conversion rate, call quality, adherence, and attendance.
- Ensure process compliance and quality standards are maintained. • Conduct daily team huddles, share updates, and motivate team members.
- Handle escalations and support agents in resolving complex customer queries.
- Generate reports on team performance and submit to management as required.
- Collaborate with QA and Training teams for continuous improvement initiatives.
- Manage team scheduling, leaves, and roster planning effectively.
Key Skills:
- Excellent communication and leadership skills.
- Strong understanding of outbound sales/support operations.
- Ability to manage targets and drive team performance under pressure. • Analytical mindset with proficiency in MS Excel and CRM tools.
- Good problem-solving and decision-making abilities