Job Description
Team Lead – BPO ( Inbound Voice Process)
Minimum 5 years of experience in any BPO Inbound Voice with 2 years in Team handling (Mandatory)
Location: Infopark, Kakkanad, Kochi
Shift: Night Shift (Monday–Friday)
Salary: Up to ₹ 8 LPA
Education: Bachelor's Degree Mandatory
Responsibilities
- Monitor daily call performance, quality, and productivity of the team
- Ensure SLA, KPI, and client targets are consistently achieved
- Conduct regular coaching sessions, call audits, and performance reviews
- Handle customer escalations and critical cases effectively
- Monitor and control shrinkage and attrition levels
- Prepare daily and weekly team performance reports
- Maintain high customer satisfaction and service quality standards
Requirements
- Minimum 5 years of experience in any BPO Inbound Voice(Mandatory)
- Minimum 2 years of proven experience managing a customer service team
- Inbound call experience is mandatory
- Strong knowledge of shrinkage and attrition management
- Excellent leadership, communication, and problem-solving skills
Advantages
Requirements
Team Leader, US Voice, Inbound voice Monitor attrition, shrinkage, attendance
📌 Team Lead – BPO ( Inbound Voice Process) (India)
🏢 advenxa
📍 India