Team Lead Domestic Voice Process
- Teleperformance (TP)
- 1 - 4 years
- Hyderabad
- 3 months ago
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Job Description
Job Title: Team Lead Domestic Voice Process
Location: Hyd
Department: Customer Support / Operations
Reporting To: Process Manager / Operations Manager
Languages Required: Hindi & English (Mandatory)
Key Responsibilities:
- Lead and manage a team of voice process executives handling inbound/outbound calls.
- Monitor team performance and ensure achievement of KPIs such as call quality, customer satisfaction, and productivity.
- Provide coaching, feedback, and training to team members to improve performance.
- Handle escalations and resolve customer issues efficiently.
- Prepare daily/weekly/monthly reports and share insights with management.
- Ensure adherence to company policies and process compliance.
- Conduct team meetings and motivate team members to achieve targets.
- Collaborate with quality and training teams for continuous improvement.
required Skills & Qualifications:
- Minimum 2 to 4 years of experience in a voice process, with at least 1 year in a team lead role-Voice
- Excellent communication skills in Hindi and English (both verbal and written).
- Strong leadership, people management, and conflict resolution skills.
- Ability to work under pressure and meet deadlines.
- Proficiency in MS Office (Excel, Word, PowerPoint).
Preferred Attributes:
- Experience in domestic BPO/customer service.
- Knowledge of CRM tools and call center technologies.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Hyderabad
Keyskills: SLA Shrinkage Aht Attrition CSAT Attrition Control Escalation Management KPI Monitoring TAT Shrinkage Control Attrition Management Tat Management Team Leading KRA SLA Management
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