Team Leader - Domestic BPO
Fundvice
Location
Noida, Uttar Pradesh
Experience
2-4 years
Status
Active
Role Overview
Fundvice is seeking an experienced and dynamic Team Leader to manage and drive performance for its domestic BPO operations team in Noida. The role focuses on leading a team in a call center environment, with a strong emphasis on quality, productivity, and team development, ensuring daily targets and process adherence are met.
Key Responsibilities
- Manage a team of associates/agents handling domestic BPO voice or non-voice processes, ensuring daily targets on quality, productivity, and adherence are met.
- Monitor calls and provide regular coaching, feedback, and floor support to improve agent performance.
- Prepare and analyze daily/weekly/monthly performance reports (attendance, AHT, quality scores, resolution rates, etc.) and share with reporting managers.
- Handle escalations and ensure timely resolution of customer or process issues.
- Conduct team huddles, one-on-ones, and performance reviews to drive engagement and motivation.
- Ensure adherence to process guidelines, compliance, and company policies.
- Coordinate with quality, training, and HR teams for agent development and process improvement.
- Manage attendance, shift rosters, and rotational offs for the team.
Requirements & Qualifications
Graduate in any discipline preferred.
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