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Team Leader - Voice/Chat

Fresher Noida, DelhiDelhi, Bangalore, Chennai, Hyderabad, Gurugram, Pune, Mumbai City 01 Jul, 2026

Job Location	Noida, DelhiDelhi, Bangalore, Chennai, Hyderabad, Gurugram, Pune, Mumbai City
Education	Not Mentioned
Salary	Not Disclosed
Industry	BPO / Call Center
Functional Area	Customer Service (Domestic)
EmploymentType	Full-time

Job Description

Key Responsibilities:- Lead and manage a team of voice/chat support executives, ensuring daily targets and SLAs are met- Monitor calls and chats regularly for quality, tone, and resolution accuracy- Conduct daily briefings, performance reviews, and coaching sessions with team members- Track key metrics such as AHT, CSAT, FCR, and adherence, and drive continuous improvement- Handle escalated customer queries that require senior-level intervention- Prepare and present daily/weekly/monthly performance reports to management- Identify training needs and coordinate with the training team for skill upgradation- Manage attendance, shift rosters, and floor discipline- Motivate the team to maintain high morale and low attritionRequired Skills and Qualifications:- 3-5 years of experience in a BPO/customer support environment, with at least 1 year as a Team Leader handling domestic voice or chat process- Strong people management and team handling skills- Excellent communication skills in English and Hindi- Proven ability to manage performance metrics like AHT, CSAT, FCR, and Quality scores- Familiarity with CRM, ticketing tools, and dialer/chat platforms- Strong problem-solving and decision-making ability under pressure- Experience in EdTech, SaaS, or digital products is a plus

Keyskills :
voice processahtcustomer serviceteam handlingchat processperformance managementquality monitoringcsatteam leadership

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