Team Lead / Team Manager

Job description

Job Title: Team Lead / Team Manager Location: Alorica India, Bangalore Job Type: Full-time (Rotational Shifts & Rotational Week-offs) Job Summary: We are looking for an experienced Team Lead/Team Manager to oversee a Voice Process in a BPO operations environment. The ideal candidate should have a strong background in managing customer service teams, driving operational KPIs, and ensuring an excellent customer experience. Key Responsibilities: • Team Management: Supervise and mentor a team of 15 customer service agents to ensure high performance. • Performance Monitoring: Track and improve key metrics like NPS (Net Promoter Score), AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution). • Quality & Compliance: Ensure adherence to industry regulations and maintain compliance with company policies. • Process Improvement: Identify gaps, implement process improvements, and enhance operational efficiency. • Coaching & Development: Conduct regular coaching sessions, feedback discussions, and performance evaluations. • Escalation Handling: Address customer complaints effectively and support agents in resolving complex queries. Key Requirements: • Experience: Minimum 1 year of experience as a Team Lead handling in a BPO environment. • Industry Knowledge: Strong understanding of customer service KPI. • Leadership Skills: Ability to motivate, guide, and manage a team to achieve operational goals. • Communication Skills: Excellent verbal and written English communication skills. • Flexibility: Willing to work in rotational shifts and rotational week-offs. • Immediate Joiners Preferred Compensation & Benefits: • Competitive salary package • Night shift allowance (if applicable) • Performance incentives based on team KPIs