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Posted on 4 Oct, 2025
In Office
Job Description | Responsibilities
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Lead and manage a team of inbound/outbound voice process executives
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Monitor calls for quality, accuracy, and SLA adherence
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Handle escalations and resolve complex customer issues
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Track team performance (AHT, CSAT, FCR, productivity) and ensure targets
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Conduct briefings, feedback, coaching, and performance reviews
Overview
- Industry - ITES / BPO / KPO / OUTSOURCING / CUSTOMER SERVICE / CALL CENTER / OPERATIONS
- Functional Area - IT Software Maintenance / Operations / Support Services, ITES / BPO / KPO / Call Center / Operations / Tele-calling
- Job Role - Team Lead
- Employment type - Full Time - Permanent
- Work Mode - In Office
Qualifications
- Any Graduate - Any Specialization
- Any Post Graduate - Any Specialization
- Any Doctorate - Any Specialization
Job Related Keywords
Voice Process
Team Management
Call Monitoring
Escalation Handling
Performance Tracking
Coaching & Mentoring
SLA Compliance
Customer Retention
