We're Hiring: Team Leader – Voice Process (Domestic BPO) | Gurgaon (Captive Unit)

Location: Gurgaon

Shift Timing: Core Day Shift | 8 Hours + 30 Minute Break

Working Days: 6 Days a Week

Salary: Up to ₹6 LPA | Up to 30% Hike on Last Drawn

Process: Voice (Domestic)

Interview Mode: Walk-In Only

About the Role:

We are looking for a highly motivated and experienced Team Leader - Operations to manage a voice process for a captive BPO unit in Gurgaon. The ideal candidate should have at least 2 years of experience on paper as an SME, ATL, or TL in a domestic voice process.

Key Responsibilities:

• Manage shrinkage and attrition effectively
• Drive training and development for the team
• Ensure strong CSAT and quality scores
• Conduct ACPT analysis and manage BQ
• Collaborate with cross-functional teams to train associates
• Handle day-to-day operations and ad hoc responsibilities

Required Experience:

• Minimum 2 years of experience as an SME/ATL/TL in voice operations
• Strong understanding of quality metrics and team management
• Ability to drive performance and handle escalations