Team Leader Customer Support

Square Business Services Pvt Ltd; Raipur; On-site; INR 350,000 - 550,000; Full time

Job summary

Square Business Services Pvt. Ltd. in Hyderabad is seeking a Voice Process Team Lead to join our growing team and manage day-to-day operations in Raipur.

You will lead a team of voice process associates, drive performance, and ensure service standards are met. The ideal candidate has 1–2 years of supervisory experience in a voice process, strong Excel and reporting skills, and the ability to manage SLAs, rosters, and attendance.

Qualifications

• 1–2 years in a team leader or supervisory role in a voice process.
• Strong team handling and leadership capabilities.
• Proficiency in report generation and Excel.
• Knowledge of RAG analysis and performance metrics.
• Excellent communication and interpersonal skills.
• Ability to manage leave schedules and attendance.

Responsibilities

• Lead and manage a team of voice process associates, ensuring optimum performance and productivity.
• Handle team dynamics, provide training and guidance, and maintain a positive work environment.
• Generate and review daily, weekly, and monthly performance reports.
• Conduct RAG (Red, Amber, Green) analysis to track team performance and implement corrective actions where necessary.
• Oversee leave management and attendance for team members.
• Ensure adherence to company policies, quality standards, and client requirements.
• Collaborate with other departments to resolve issues and implement process improvements.

Skills

Team leadership

Report generation

SLAs

Rostering

Leave management

Education

Graduate

Tools

Excel

Job description

Experience Required: 1-2 years.

Salary: As per market standards

Skills Required: Team Management, Report Generation, SLAs, Rostering, Leave Management

Education: Graduate and above

About Us

Established in 2012, Square Business Services Pvt. Ltd. is a leading provider of professional services based in Hyderabad, India. Initially focused on skill development and staffing, we have since expanded to become a trusted recruitment partner for numerous organizations across diverse sectors. Our expertise spans Finance Accounting, BPO, Customer Experience, and many other professional domains, serving both domestic and international markets. With a workforce of over 10,000 and certifications in ISO 9001 27001, we are committed to delivering exceptional service and exceeding client expectations.

Job Description

We are seeking a dynamic and experienced Voice Process Team Lead to join our growing team. As a Team Lead, you will play a pivotal role in managing day-to-day operations, ensuring team performance, and maintaining high standards of service delivery.

Key Responsibilities

• Lead and manage a team of voice process associates, ensuring optimum performance and productivity.
• Handle team dynamics, provide training and guidance, and maintain a positive work environment.
• Generate and review daily, weekly, and monthly performance reports.
• Conduct RAG (Red, Amber, Green) analysis to track team performance and implement corrective actions where necessary.
• Oversee leave management and attendance for team members.
• Ensure adherence to company policies, quality standards, and client requirements.
• Collaborate with other departments to resolve issues and implement process improvements.

Key Skills Requirements

• Proven experience of 1-2 years in a team leader or supervisory role, particularly in a voice process environment.
• Strong team handling and leadership capabilities.
• Proficiency in report generation and analysis, especially using Excel.
• Knowledge of RAG analysis and performance metrics.
• Excellent communication and interpersonal skills.
• Ability to manage leave schedules and resolve team-related issues promptly.
• Graduate or higher educational qualification.