Team Lead
- Teleperformance (TP)
- 1 - 3 years
- Hyderabad
- 5 months ago
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Job Description
> Position: Team lead -Voice process
> Work location: Hyd
>Shift details: Rotational
> Years Of Experience required: Minimum of 1to 3 years of team lead in voice process,
> mandatory language: Hindi, English
Key Responsibilities:
Lead, mentor, and manage a team of Non voice agents handling customer queries for international clients.
- Monitor and drive daily team performance to meet SLA/KPI metrics such as AHT, CSAT, FCR, and Quality.
- Handle escalations effectively and ensure timely resolution to enhance customer experience.
Conduct daily team huddles, refreshers, and floor support to improve team performance and morale.
- Generate and analyse performance reports (daily/weekly/monthly) and share insights with stakeholders.
- Drive team engagement and motivation through recognition, feedback, and developmental coaching.
- Coordinate with Quality and Training teams for process updates and skill enhancement.
- Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction.
- Ensure adherence to compliance, data privacy, and information security standards.
Key Skills & Competencies:
- Strong communication and interpersonal skills
- Experience in handling international customer service or tech support
- Good knowledge of performance management tools and coaching techniques
- Hands-on experience with CRM tools, call center dialers, and reporting dashboards
- Analytical thinking and problem-solving ability
- Team motivation and people management
- Ability to work under pressure and in a target-driven environment
Preferred Qualifications: Graduate in any stream Minimum 1-to-3-year experience as Team Leader in Voice Process BPO/KPO background preferred Knowledge of basic Excel and reporting tools
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Non Tech Support - Voice / BlendedEmployement Type: FreshersContact Details:
Company: Teleperformance (TP)Location(s): Hyderabad
Keyskills: bpo team lead Voice team lead Escalation Management Attrition Management Shrinkage Control SLA Management
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