Team Leader – Voice Process (Night Shift)

We are looking for an experienced, agile, and result-oriented Team Leader to lead our night-shift voice operations team. The ideal candidate should have strong leadership skills, excellent communication abilities, and a proven track record of managing customer support teams while ensuring operational efficiency and high-quality customer service.

The candidate will be responsible for managing a team of 15–20 Process Associates, monitoring their performance, driving productivity, ensuring process compliance, and achieving business targets.

Role & Responsibilities

1. Team Management & Leadership

- Lead, manage, and motivate a team of 15–20 Process Associates handling inbound and outbound customer calls.
- Provide regular guidance, coaching, and support to team members to enhance individual and team performance.
- Conduct regular team huddles, performance reviews, and one-on-one feedback sessions.
- Manage employee attendance, shift adherence, leave planning, and overall team discipline.

2. Operations & Performance Management

- Monitor daily team performance and ensure achievement of key performance indicators (KPIs) and service-level agreements (SLAs).
- Drive productivity, quality, customer satisfaction, and operational efficiency.
- Track key metrics such as call handling time, resolution rates, quality scores, attendance, and productivity.
- Identify performance gaps and implement corrective actions to achieve operational targets.

3. Customer Experience & Quality Management

- Ensure the team delivers exceptional customer service across inbound and outbound voice interactions.




- Handle customer escalations professionally and ensure timely resolution.
- Conduct call monitoring and provide constructive feedback to improve communication and service quality.
- Ensure adherence to approved workflows, standard operating procedures (SOPs), and organizational guidelines.

4. Training, Coaching & Development

- Identify individual training needs and provide continuous coaching to improve employee performance.
- Support new employee onboarding, process training, and performance improvement initiatives.
- Develop team members' communication, problem-solving, and customer-handling skills.

5. Reporting & Stakeholder Coordination

- Prepare and share daily, weekly, and monthly performance reports with management.
- Coordinate with cross-functional teams to ensure smooth process operations.
- Proactively identify operational challenges and recommend process improvements.

Candidate Profile & Skills Required

- Experience: 5–6 years of overall experience in the BPO / Call Center / Customer Service industry, with proven experience in team handling and people management.
- Team Handling: Must have experience managing a team of 15–20 employees in a voice-based process.
- Shift: Must be comfortable working in a permanent night shift.
- Communication: Excellent verbal communication skills in English, with clarity, fluency,



and professional interaction abilities.
- Language Proficiency: Strong proficiency in English is mandatory. Knowledge of regional languages such as Hindi, Telugu, and Malayalam will be highly preferred.
- Leadership: Strong team management, coaching, conflict resolution, and employee engagement skills.
- Analytical Skills: Ability to analyze performance metrics, identify gaps, and drive improvements.
- Process Knowledge: Good understanding of call center operations, quality parameters, SLAs, and customer service standards.
- Problem-Solving: Ability to handle escalations, manage challenging situations, and make effective operational decisions.

Location Preference

- Candidates preferably based in Tirunelveli, Tamil Nadu.
- Candidates from other locations who are willing to relocate to Tirunelveli are also welcome to apply.

Interested candidates!

If your profile matches the above job description and you meet the required experience and skill criteria, please share your updated resume at **[email protected]** or click on the Apply button to submit your application directly.

We look forward to hearing from you!

Pay: ₹300,000.00 - ₹400,000.00 per year

Application Question(s):

- How many years of experience do you have in Team Lead ?
- Do you have prior experience managing a team during night-shift operations?
- What is your current CTC / salary ?
- What is your current location ?
- If you are not currently based in Tirunelveli, are you willing to relocate to Tirunelveli for this position?
- Your 10-digit phone number ?
- Your e-mail ID ?

Work Location: In person

📌 Team Leader – Voice Process (Night Shift) (Tirunelveli)
🏢 Thanas Tech
📍 Tirunelveli