Job Description – Team Leader (BPO Voice Process)

Position

Team Leader – BPO Voice Process

Location

Pune Only

Gender

Female Candidates Only

Experience

Minimum 6 Months of Team Leader experience in a BPO Voice Process

Salary

Up to ₹30,000 per month, depending on experience and interview performance

Employment Type

Full-Time

Key Responsibilities

• Lead, manage, and supervise a team of BPO Voice Process executives.
• Ensure achievement of daily, weekly, and monthly team targets.
• Monitor key performance metrics including Productivity, Quality, AHT, Attendance, and SLA.
• Conduct daily team huddles, performance reviews, coaching, and feedback sessions.
• Handle customer and process-related escalations effectively.
• Identify performance gaps and implement appropriate corrective and improvement measures.
• Monitor and control absenteeism, attrition, LOP, and NCNS within the team.
• Coordinate effectively with HR, Quality, Training, and Operations teams.
• Prepare and share daily, weekly, and monthly performance reports.
• Motivate team members and maintain a positive, productive working environment.
• Ensure strict adherence to process guidelines, quality standards, compliance requirements, and company policies.

Candidate Requirements

• Female candidates only.
• Minimum 6 months of Team Leader experience is mandatory.
• Prior experience in a BPO Voice Process is mandatory.
• Strong understanding of BPO operations and key performance metrics/KPIs.
• Excellent communication and interpersonal skills.
• Strong team-handling, leadership, and people-management abilities.
• Ability to manage targets and drive team performance.
• Strong problem-solving and escalation-handling skills.
• Basic knowledge of MS Excel and operational reporting.
• Senior Associates without prior Team Leader experience will not be considered.
• Candidates must be willing to work from Pune only.

Salary & Joining

• Salary: Up to ₹30,000 per month
• Salary will be finalized based on relevant experience and interview performance.
• Immediate Joiners are preferred.

Important Note

Only candidates who meet the Team Leader + BPO Voice Process experience criteria should be considered for this position.