Team Leader, Operations

Hiresquad; Bengaluru; On-site; INR 675,000 - 825,000; Full time

Job summary

Hiresquad in Bengaluru, India is seeking a Team Leader for our voice process operations. You will supervise day-to-day activities, coach the team, and ensure KPI targets and service levels are met.

You will monitor attendance, handle escalations, and drive improvements while aligning with CNX values and attending leadership trainings. This role requires a graduation and at least 1 year in a team leadership position.

Qualifications

• Associate's degree with relevant voice process experience.
• Minimum 1 year as Team Leader in voice process.
• Experience in inbound/outbound customer service or sales.
• Strong knowledge of voice metrics (AHT, CSAT, FCR).
• Willingness to work flexible schedule.

Responsibilities

• Supervise day-to-day operations of a voice process team.
• Monitor attendance and performance against KPIs.
• Coach direct reports to ensure high performance.
• Address performance issues and implement improvements.
• Handle escalated calls and provide SME guidance.
• Lead team meetings and organize engagement activities.
• Stay updated on policies and attend leadership training.
• Walk the CNX values; lead by example.

Skills

Coaching

Voice metrics

Team leadership

Performance mgmt

Communication

Attendance

WFM

Escalations

Flexibility

Education

Associate's degree

Graduation

Job description

Role & responsibilities :

• Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
• Monitor work and attendance in accordance with organizational policies and legal requirements.
• Provide effective coaching to direct reports to ensure consistent high performance.
• Identify performance-related issues, develop improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Handle escalated customer calls and provide subject matter expertise.
• Conduct team meetings to communicate updates and encourage feedback.
• Organize team activities and foster engagement.
• Stay updated on internal processes, policies, and procedures.
• Attend required leadership and development training.
• Promote CNX valuesWalk the talk and lead by example.

Preferred candidate profile :

• Associate's degree in a related field with 24 years of relevant experience preferred.
• Prior experience in a voice process (inbound/outbound/customer service/sales).
• Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
• Knowledge of absenteeism, attrition, and workforce management.
• Ability to coach and develop team members to meet performance expectations.
• Strong oral communication and listening skills.
• Ability to lead, multitask, prioritize, and meet deadlines.
• Experience in handling escalations and driving resolution.
• Willingness to work in a flexible schedule.
• Minimum one year of experience as a Team Leader in a voice process.

Education: Graduation

- Upto 7.5 LPA

- Looking for immediate joiners

- 5 days working- 2 days week off

Location:

India Bangalore - Divyashree