Team Lead - BPO Voice Process

We are seeking a dedicated and experienced Team Lead for our BPO Voice Process team. The ideal candidate will be responsible for overseeing daily operations within the contact center, ensuring that customer service standards are met and exceeded. This role requires a strong focus on customer satisfaction (CSAT), average handling time (AHT), service level agreements (SLA), and managing attrition rates effectively. As a Team Lead, you will guide and mentor a team of customer service representatives, fostering a positive work environment and driving performance improvements. Key responsibilities include monitoring team performance, conducting regular training sessions, and implementing strategies to enhance service delivery. You will also be responsible for analyzing performance metrics and reporting on team progress to upper management. The successful candidate will possess excellent communication skills, a strong understanding of BPO operations, and the ability to motivate and lead a team. If you are passionate about customer service and have a proven track record in a leadership role within a BPO environment, we encourage you to apply.