Bpo Team Lead

GlowTouch; Mysuru; On-site; INR 500,000 - 700,000; Full time

Job summary

GlowTouch in Mysuru, Karnataka is seeking a Team Leader for an International Voice Process to guide a team of voice agents and achieve SLA targets in Quality, AHT, CSAT and Attendance. You will monitor performance, coach agents, and manage escalations to ensure timely resolutions.

You will also conduct daily huddles, weekly performance reviews, collaborate with QA, Training and Workforce teams, and prepare performance reports and dashboards for management reviews, driving continuous improvement

Job description

Key Responsibilities Team Leader (International Voice Process)

• Lead & Manage: Guide a team of voice agents to achieve and exceed SLA targets in Quality, AHT, CSAT, and Attendance.
  
• Performance Monitoring: Monitor live calls, dashboards, and metrics; provide timely feedback and coaching to agents.
  
• Escalation Management: Handle escalated customer queries promptly to ensure effective resolution.
  
• Team Engagement: Conduct daily huddles and weekly performance reviews while maintaining high team motivation.
  
• Cross-Functional Collaboration: Work closely with QA, Training, and Workforce teams to drive continuous performance improvement.
  
• Reporting & Analysis: Prepare performance reports and attendance dashboards for management reviews.
  
• Process Improvement: Implement team-level initiatives to enhance productivity, reduce attrition, and boost employee morale.
  
• Compliance & Standards: Ensure strict adherence to company policies and client expectations.