Job Description

Job Title:

Customer Service Assistant Manager / Team Lead - Voice Process

Location:

Karol Bagh

Department:

Customer Support / Operations

Job Summary:

We are looking for a motivated and experienced

Assistant Manager / Team Lead

to manage a team handling

voice process customer support

in a

BPO environment

. The ideal candidate will have hands-on experience in both

domestic and international voice processes

, strong focus on

CSAT

, and expertise in managing metrics like

attrition, shrinkage

, and

BQ (Bottom Quartile) agent performance

. You will be responsible for driving operational excellence and delivering a world-class customer experience through effective team leadership.

Key Responsibilities:

Lead a team of agents handling

inbound and/or outbound voice support

for domestic/international customers. Monitor and improve

CSAT

, quality, and other key KPIs including AHT, FCR, and SLA compliance. Identify underperforming agents (

BQ agents

) and implement coaching, development plans, and performance improvement strategies. Analyze and manage

attrition

and

shrinkage

, taking preventive actions to maintain workforce stability. Manage

daily, weekly, and monthly rosters

to ensure optimal staffing and adherence. Ensure that team follows call scripts, quality guidelines, and service standards. Handle customer escalations professionally and ensure effective resolution with a customer-first approach. Collaborate with QA, WFM, HR, and Training teams for seamless operations and continuous improvement. Conduct regular performance reviews, team huddles, and motivational sessions to boost engagement and morale. Generate performance reports and insights for internal and client reporting.

Requirements:

5-10 years of experience in customer service, with at least 4years in a

team lead or assistant manager role for voice process

. Proven experience managing

voice support teams

in

domestic and/or international BPO

setups. Strong focus on

CSAT

and understanding of customer experience best practices. Experience in handling key operational metrics:

Attrition, Shrinkage, Roster Adherence, and BQ agent development

. Proficient in CRM/call center tools Ameyo dailer, Salesforce). Excellent communication, people management, and conflict-resolution skills. Bachelor's degree or equivalent; additional certifications (e.g., Six Sigma, COPC) are a plus.

Preferred Qualifications

Hands-on experience with voice analytics or QA feedback systems. Proficient in reporting, Excel dashboards, and basic data analysis

What We Offer:

Competitive compensation and performance incentives. Career growth opportunities in a high-performing BPO setup. A collaborative, transparent, and people-friendly work environment.

Interested candidates can call or WhatsApp on 9289809622 HR Prachi

Job Type: Full-time

Pay: ₹30,000.00 - ₹50,000.00 per month

Schedule:

Day shift
Supplemental Pay:

Performance bonus
Work Location: In person