Customer Operations Team Lead - Walkin DRIVE- 10TH May

Job Description

Job Title: Team Leader Customer Service (Voice Process) Department: Operations – Customer Service Voice Location: Noida, Sector 135 Shift: Rotational shifts with rotational week offs Experience Required: 7 to 12 years (with minimum relevant experience as a Team Leader in an International BPO) Education: Any Graduate Job Summary: We are seeking an experienced Team Leader – Customer Service (Voice Process) to join our dynamic operations team. The ideal candidate will come with a strong background in International BPOs handling voice-based customer service operations . The role involves leading, mentoring, and managing a team of customer service executives to ensure top-notch service delivery and customer satisfaction. Key Responsibilities: Lead a team of Customer Service Associates handling inbound/outbound voice processes for international clients Drive performance metrics such as CSAT, AHT, FCR, and adherence Monitor team performance, provide coaching, feedback, and performance appraisals Ensure high quality of service delivery through real-time monitoring and support Handle escalations and resolve complex customer issues Maintain reports and dashboards on team performance and service levels Coordinate with other departments for smooth operational flow Support in recruitment, training, and onboarding of new team members Key Requirements: 7–12 years of experience in International BPOs, with at least 2+ years in a Team Leader role Hands-on experience in voice-based customer service operations (non-tech or tech support) Strong people management and communication skills Flexible to work in rotational shifts and rotational week offs Ability to manage performance under pressure and drive results Working knowledge of CRM tools and reporting systems