Job Description

Team Lead - BPO Voice

Location

: Infopark, Kakkanad, Kochi

Qualification:

Graduation Mandatory

Experience

: Minimum 5 Years in BPO Voice Process

(Team Handling Mandatory)

Salary

: ₹5 LPA - 8 LPA

(Based on previous package and experience)

We are looking for an experienced

Assistant Manager - BPO Voice

to lead and manage our customer support team. The ideal candidate must have strong expertise in inbound voice operations, team leadership, and performance management.

Requirements

Minimum

5 years of BPO Voice Process experience

(International preferred).

At least 2 years of Team Handling / Supervisory experience

. Proven experience in

inbound call operations

. Strong knowledge of

shrinkage and attrition management

. Excellent communication, leadership, and people management skills.

Responsibilities

Lead, manage, and mentor the voice support team for inbound customer service. Monitor daily performance metrics, including

shrinkage & attrition control

. Conduct team meetings, coaching sessions, and conflict resolution. Ensure adherence to SLAs, quality parameters, and customer satisfaction targets. Prepare and present performance reports to senior management.
Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹800,000.00 per month

Benefits:

Commuter assistance Health insurance Provident Fund
Application Question(s):

Are you experienced in shrinkage and attrition management?
Education:

Bachelor's (Required)
Experience:

BPO Voice: 5 years (Required) Inbound voice: 2 years (Required) Team management: 3 years (Required)
Shift availability:

* Night Shift (Required)