Team Lead - Domestic Voice Process

Oasis Fertility; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Oasis Fertility in Hyderabad seeks a Domestic Voice process Team Lead to guide a customer service team handling tele sales and support. You will drive performance, coach teammates, and ensure high service levels.

The role requires 3+ years of team handling experience, strong leadership, and a focus on customer satisfaction in a fast-paced environment.

Qualifications

• Minimum 3+ years in a team handling role.
• Experience in tele sales and customer support.
• Strong leadership, coaching and mentoring abilities.
• Ability to monitor KPIs and drive performance.

Responsibilities

• Lead and mentor a team of Customer Service Representatives to deliver consistent service excellence.
• Conduct regular team meetings to communicate objectives, performance updates, and operational expectations.
• Track and evaluate individual and team performance against defined KPIs.
• Identify performance gaps and implement corrective strategies to achieve service and productivity benchmarks.
• Ensure team members are trained on products, services, systems, and SOPs.
• Perform regular call monitoring and provide structured feedback to enhance customer interactions.
• Manage customer escalations and ensure timely resolution and satisfaction.
• Collaborate with cross-functional teams to resolve issues and improve service delivery.

Skills

Team leadership

Tele sales

Customer service

Performance management

Job description

Hiring for Domestic Voice process.

Job Responsibilities

• Lead, mentor, and guide a team of Customer Service Representatives to deliver consistent service excellence.
• Conduct regular team meetings to communicate objectives, performance updates, and operational expectations.
• Support the setting of clear performance goals and targets aligned with organizational priorities.
• Track and evaluate individual and team performance against defined Key Performance Indicators (KPIs).
• Identify performance gaps and implement corrective strategies to achieve service and productivity benchmarks.
• Ensure team members are thoroughly trained on products, services, systems, and standard operating procedures.
• Perform regular call monitoring and provide structured feedback to enhance customer interactions and service quality.
• Manage customer escalations effectively, ensuring timely resolution and high customer satisfaction.
• Collaborate with cross-functional teams to resolve issues, streamline processes, and improve service delivery.
• Monitor and manage call volumes and queues to ensure optimal workforce utilization.
• Prepare, analyse, and present reports on individual and team performance metrics.
• Leverage data insights to identify trends, improvement opportunities, and best practices.
• Foster open communication and a collaborative culture within the team and across departments.
• Act as a communication bridge between senior management and the team, ensuring clarity and alignment.

Desired candidate profile

Min 3+yrs work experience in team handling role, should have tele sales expertise.