Walk-in | Team Lead

Veerwal Getwork Services; Gurugram District; On-site; INR 420,000 - 750,000; Full time

Job summary

Veerwal Getwork Services in Gurugram, Haryana is seeking an experienced Team Leader to lead a busy voice process team, drive performance, and ensure targets are met. You will supervise executives, monitor productivity, quality, attendance, and customer satisfaction, and coach team members to improve performance.

This role requires strong communication, leadership, problem-solving, and Excel skills, with experience in handling escalations and preparing regular MIS reports.

Qualifications

• 25 years of experience in a BPO voice process, preferably with at least 1 year of team-handling experience.
• Prior experience as a Team Leader, Assistant Team Leader, or Senior Executive handling a voice process.
• Experience in customer service, collections, telecalling, or a banking/NBFC process will be an advantage.
• Strong communication, leadership, problem-solving, and conflict-resolution skills.
• Ability to manage team performance and work in a target-driven environment.
• Proficiency in MS Excel and reporting tools.
• Graduate preferred.

Responsibilities

• Lead, manage, and motivate a team of voice process executives to achieve daily, weekly, and monthly targets.
• Monitor team performance against key metrics such as productivity, quality, customer satisfaction, and attendance.
• Conduct regular call monitoring, provide feedback, and coach team members to improve performance.
• Ensure adherence to process guidelines, company policies, and quality standards.
• Handle customer escalations and support the team in resolving complex queries.
• Prepare and share daily, weekly, and monthly performance reports with management.
• Conduct team briefings, performance reviews, and refresher training sessions.
• Identify performance gaps and implement corrective action plans.
• Coordinate with internal teams to ensure smooth process operations.

Skills

Team Management

Voice Process Operations

BPO Operations

Customer Service

Performance Monitoring

Call Quality and Escalation Handling

Coaching and Training

MIS Reporting

Target Achievement

Education

Graduate

Job description

Key Responsibilities

• Lead, manage, and motivate a team of voice process executives to achieve daily, weekly, and monthly targets.
• Monitor team performance against key metrics such as productivity, quality, customer satisfaction, and attendance.
• Conduct regular call monitoring, provide feedback, and coach team members to improve performance.
• Ensure adherence to process guidelines, company policies, and quality standards.
• Handle customer escalations and support the team in resolving complex queries.
• Prepare and share daily, weekly, and monthly performance reports with management.
• Conduct team briefings, performance reviews, and refresher training sessions.
• Identify performance gaps and implement corrective action plans.
• Coordinate with internal teams to ensure smooth process operations.

Candidate Requirements

• Experience: 25 years of experience in a BPO voice process, preferably with at least 1 year of team-handling experience.
• Prior experience as a Team Leader, Assistant Team Leader, or Senior Executive handling a voice process.
• Experience in customer service, collections, telecalling, or a banking/NBFC process will be an advantage.
• Strong communication, leadership, problem-solving, and conflict-resolution skills.
• Ability to manage team performance and work in a target-driven environment.
• Proficiency in MS Excel and reporting tools.
• Graduate preferred.

Key Skills

• Team Management
• Voice Process Operations
• BPO Operations
• Customer Service
• Performance Monitoring
• Call Quality and Escalation Handling
• Coaching and Training
• MIS Reporting
• Target Achievement

Job Location

Gurugram, Haryana