Job Description
Team Lead BPO ( Inbound Voice Process) Minimum 5 years of experience in any BPO Inbound Voice with 2 years in Team handling (Mandatory) Location: Infopark, Kakkanad, Kochi Shift: Night Shift (MondayFriday) Salary: Up to 8 LPA Education: Bachelor's Degree Mandatory Responsibilities Monitor daily call performance, quality, and productivity of the team Ensure SLA, KPI, and client targets are consistently achieved Conduct regular coaching sessions, call audits, and performance reviews Handle customer escalations and critical cases effectively Monitor and control shrinkage and attrition levels Prepare daily and weekly team performance reports Maintain high customer satisfaction and service quality standards Requirements Minimum 5 years of experience in any BPO Inbound Voice Minimum 2 years of proven experience managing a customer service team Inbound call or chat experience is mandatory Strong knowledge of shrinkage and attrition management Excellent leadership, communication, and problem-...