Team Lead BPO Inbound Voice Process

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

Job summary

Advenxa Recruitment in Kochi invites applications for a Team Lead – BPO (Inbound Voice). The ideal candidate has 5+ years in BPO inbound voice and at least 2 years in team handling, with inbound call experience.

You will monitor daily call performance, ensure SLA/KPI targets, conduct coaching, manage escalations, and prepare weekly team reports from Infopark, Kakkanad.

Qualifications

• Minimum 5 years of experience in any BPO Inbound Voice
• 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

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

Team leadership

Communication

Problem solving

Coaching

Customer service

Call center knowledge

Education

Bachelor's degree

Job description

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: Bachelors 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

1. Minimum 5 years of experience in any BPO Inbound Voice(Mandatory)
2. Minimum 2 years of proven experience managing a customer service team
3. Inbound call experience is mandatory
4. Strong knowledge of shrinkage and attrition management
5. Excellent leadership, communication, and problem-solving skills

Benefits

Requirements: