Key Responsibilities

- Lead, manage, and motivate a team of voice process executives to achieve daily, weekly, and monthly targets.
- Monitor team performance against key metrics such as productivity, quality, customer satisfaction, and attendance.
- Conduct regular call monitoring, provide feedback, and coach team members to improve performance.
- Ensure adherence to process guidelines, company policies, and quality standards.
- Handle customer escalations and support the team in resolving complex queries.
- Prepare and share daily, weekly, and monthly performance reports with management.
- Conduct team briefings, performance reviews, and refresher training sessions.
- Identify performance gaps and implement corrective action plans.
- Coordinate with internal teams to ensure smooth process operations.

Candidate Requirements

- Experience: 25 years of experience in a BPO voice process, preferably with at least 1 year of team-handling experience.
- Prior experience as a Team Leader,



Assistant Team Leader, or Senior Executive handling a voice process.
- Experience in customer service, collections, telecalling, or a banking/NBFC process will be an advantage.
- Strong communication, leadership, problem-solving, and conflict-resolution skills.
- Ability to manage team performance and work in a target-driven workplace.
- Proficiency in MS Excel and reporting tools.
- Graduate preferred.

Key Skills

- Team Management
- Voice Process Operations
- BPO Operations
- Customer Service
- Performance Monitoring
- Call Quality and Escalation Handling
- Coaching and Training
- MIS Reporting
- Target Achievement

Job Location

Gurugram, Haryana

Interested candidates with relevant BPO voice process and team-handling experience can share their updated resumes for consideration or call on (phone hidden).

📌 Walk-in || Team Lead (Gurugram)
🏢 Veerwal Getwork Services
📍 Gurugram