Team Lead – BPO(Inbound Voice Process)

ADVENXA; Ernakulam; On-site; INR 700,000 - 1,100,000; Full time

Job summary

ADVENXA is hiring a Team Lead for BPO (Inbound Voice Process) at Infopark, Kakkanad, Kochi. The role requires a minimum of 5 years in BPO inbound voice with at least 2 years in team handling. Location is Infopark, Kakkanad, Kochi with night shift, Monday–Friday.

Educational requirement is a Bachelor's Degree. You will monitor performance, ensure SLA/KPI targets, coach the team, handle escalations, manage shrinkage and attrition, and deliver regular performance reports to ensure high service

Qualifications

• Minimum 5 years of experience in any BPO Inbound Voice(Mandatory)
• Minimum 2 years 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

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

Inbound voice process

Team handling

Leadership

Communication

Education

Bachelor's Degree

Job description

Infopark, Kakkanad, India | Posted on 11/06/2026

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)

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