Team lead - Voice (Immediate) bengaluru

TP; Bengaluru; On-site; INR 350,000 - 480,000; Full time

Job summary

TP in Bengaluru seeks an experienced Team Leader to manage a domestic voice process team of Customer Service Executives. You will monitor KPIs, coach team members, conduct performance reviews, and drive customer satisfaction while ensuring policy and process adherence.

Ideal candidates bring 2–5 years in domestic voice support, 1+ year in leadership, strong communication, and problem-solving abilities, with proficiency in MS Excel and reporting tools.

Qualifications

• Graduate in any discipline.
• 2 to 5 years of experience in a Domestic Voice Process.
• Minimum 1 year of experience as a Team Leader or Acting Team Leader.
• Strong leadership and people management skills.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and supervise a team of Customer Service Executives (CSRs).
• Monitor daily team performance against KPIs such as productivity, quality, attendance, and customer satisfaction.
• Conduct team huddles, coaching sessions, and performance reviews.
• Handle customer escalations and provide timely resolution.
• Ensure adherence to company policies, processes, and compliance standards.
• Analyze performance reports and implement improvement plans.
• Identify training needs and coordinate with the training team.
• Motivate and engage team members to achieve departmental goals.
• Maintain high levels of customer service and operational efficiency.
• Collaborate with internal stakeholders to improve processes and customer experience.

Skills

Team leadership

People management

Communication skills

MS Excel

Reporting tools

Education

Bachelor's degree

Tools

MS Office

MS Excel

Job description

Role & responsibilities

Key Responsibilities:

• Manage and supervise a team of Customer Service Executives (CSRs).
• Monitor daily team performance against KPIs such as productivity, quality, attendance, and customer satisfaction.
• Conduct team huddles, coaching sessions, and performance reviews.
• Handle customer escalations and provide timely resolution.
• Ensure adherence to company policies, processes, and compliance standards.
• Analyze performance reports and implement improvement plans.
• Identify training needs and coordinate with the training team.
• Motivate and engage team members to achieve departmental goals.
• Maintain high levels of customer service and operational efficiency.
• Collaborate with internal stakeholders to improve processes and customer experience.

Required Qualifications:

• Graduate in any discipline.
• 2 to 5 years of experience in a Domestic Voice Process.
• Minimum 1 year of experience as a Team Leader or Acting Team Leader.
• Strong leadership and people management skills.
• Excellent verbal and written communication skills.
• Ability to handle escalations and conflict resolution effectively.
• Good analytical and problem-solving abilities.
• Proficiency in MS Excel, MS Office, and reporting tools.

Preferred candidate profile

• Immediate joiners only
• Fluency in Hindi - mandatory