Are you an experienced Team Leader with a proven track record in a BPO environment? Our client, a leading BPO company in Pune, is looking for a skilled and motivated Team Leader for Voice Operations to manage a team of Tech Support Executives. This is a full-time, permanent position with a night shift schedule.
About the Role: This is a critical leadership role where you will be responsible for the performance and development of a team handling international voice-based technical support. You will be instrumental in ensuring that all service level agreements (SLAs) are met while maintaining a high level of customer satisfaction.
Key Responsibilities:
- Team Leadership:
- Lead, mentor, and manage a team of Tech Support Executives providing voice-based support for internet connectivity issues.
- Performance Management:
- Monitor and analyze team performance to ensure both internal and external SLAs are consistently achieved.
- Drive continuous improvement through regular performance reviews and coaching.
- People Management:
- Foster a positive and productive team environment.
- Handle all aspects of people management, including professional development and motivation.
- Client & Escalation Handling:
- Serve as the primary point of contact for clients and effectively manage customer escalations.
- Maintain strong client relationships by ensuring quality and efficiency.
Eligibility & Requirements:
- Experience: A Graduate with 5+ years of total work experience, with at least 1 year in a Team Leader role within an International Voice-based BPO.
- Shift: Must be willing to work in permanent night shifts.
- Location: Must be willing to work from our office location in Pune.
Compensation: Up to ₹9,00,000 per year
Location: Pune, Maharashtra
