Team Lead – BPO ( Inbound Voice Process)

ADVENXA; Ernakulam; On-site; INR 720,000 - 880,000; Full time

Benefits offered by this job

Cab Service Provided

Fixed Weekends Off

Performance Bonus

Annual Salary Hike

Job Security

Job summary

ADVENXA is seeking a Team Lead – BPO (Inbound Voice Process) based at Infopark, Kakkanad, Kochi, India. The role requires 5+ years in BPO Inbound Voice and 2+ years in team handling. Night shift, Monday–Friday, with salary up to ₹8 LPA. Bachelor's degree mandatory.

Responsibilities include monitoring performance, achieving SLA/KPI, coaching, handling escalations, and reporting. Benefits include cab service, fixed weekends off, and a performance-driven culture.

Qualifications

• Minimum 5 years of experience in any BPO Inbound Voice.
• Minimum 2 years proven experience managing a customer service team.
• Inbound call or chat experience is mandatory.
• Strong knowledge of shrinkage and attrition management.
• Excellent leadership, communication, and problem-solving skills.

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.

Skills

BPO Inbound Voice

Team Leadership

Call Center Management

Coaching

Customer Service

Education

Bachelor's Degree

Job description

Infopark, Kakkanad, India | Posted on 06/08/2026

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
• Minimum 2 years of proven experience managing a customer service team
• Inbound call or chat experience is mandatory
• Strong knowledge of shrinkage and attrition management
• Excellent leadership, communication, and problem-solving skills
• Cab Service Provided – Safe and convenient transportation for employees.
• Fixed Weekends Off – Enjoy Saturday & Sunday off for better work–life balance.
• Positive Work Culture – Supportive and employee-friendly workplace.
• Annual Salary Hike – Performance-based salary increments every year.
• Performance Bonus – Additional incentives based on company and individual performance.
• Job Security – Stable and long-term career opportunity.