Walk-in | Management Trainee

Jobography Recruiting Services; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Jobography Recruiting Services is seeking an experienced Team Lead MT to manage and mentor a team in an International Voice Process environment in Hyderabad, India. The role emphasizes people management, strong communication, and performance oversight to meet targets.

You will lead daily operations, coach team members, handle escalations, and drive continuous process improvements while ensuring SLA, CSAT, and quality standards are achieved.

Qualifications

• Experience leading a team of customer service executives.
• Strong people-management and communication skills.
• Experience handling process performance, customer service, and operational metrics.

Responsibilities

• Lead and mentor a team in an International Voice Process environment.
• Drive achievement of business targets and KPIs.
• Coach, provide feedback, and conduct performance sessions.
• Prepare performance reports and communicate updates.

Skills

People management

Customer service

Communication

Analytics

Job description

Role & responsibilities

We are looking for an experienced and motivated Team Lead MT to manage and mentor a team in an International Voice Process environment. The ideal candidate should have strong people-management skills, excellent communication abilities, and experience handling process performance, customer service, and operational metrics.

The role involves leading the team, ensuring achievement of business targets, maintaining quality standards, and driving continuous improvement.

Preferred candidate profile

• Lead, manage, and motivate a team of customer service executives.
• Monitor daily team performance and ensure achievement of SLA, AHT, CSAT, Quality, Productivity, and Attendance targets.
• Handle escalations and support the team in resolving complex customer issues
• Conduct regular coaching, feedback, and performance improvement sessions.
• Track individual and team KPIs and prepare performance reports.
• Conduct team huddles and communicate process updates, policy changes, and business requirements.