Team Lead – BPO (Non-Voice)

ADVENXA; Kuala Lumpur; On-site; MYR 25,000 - 30,000; Full time

Job summary

A leading BPO company is seeking a Team Lead to oversee a non-voice process. The role involves mentoring the team, ensuring performance through effective management techniques, and striving for operational efficiency. Candidates should have at least 5 years in a BPO setting, with 2 years in a management role and should possess strong leadership and communication skills. This position is critical to meet service level agreements and manage team dynamics effectively.

Qualifications

• Minimum 5 years of experience in any BPO (Non-Voice).
• Minimum 2 years of proven experience managing a customer service team.
• Inbound call or chat experience is mandatory.

Responsibilities

• Lead, mentor, and manage a team within a BPO non-voice process.
• Ensure team performance through effective coaching, motivation, and conflict resolution.
• Monitor and control shrinkage and attrition levels.

Skills

Leadership

Communication

Problem-solving

Team management

Conflict resolution

Education

Bachelor's Degree

Job description

Team Lead – BPO (Non-Voice)

Location: Infopark, Kakkanad, Kochi

Shift: Night Shift (Monday–Friday)

Salary: Up to ₹6.5 LPA

Education: Bachelor's Degree Mandatory

Responsibilities

• Lead, mentor, and manage a team within a BPO non-voice process
• Ensure team performance through effective coaching, motivation, and conflict resolution
• Monitor and control shrinkage and attrition levels
• Handle escalation mails when needed
• Drive operational efficiency and meet SLA targets

Requirements

• Minimum 5 years of experience in any BPO (Non-Voice)
• Minimum 2 years of proven experience managing a customer service team
• Inbound call or chat experience is mandatory
• Strong knowledge of shrinkage and attrition management
• Excellent leadership, communication, and problem-solving skills