Work Week: 6 Days (Rotational Shifts & Week Offs)
Key Responsibilities
* Manage a team of 30-40 IVR / Voice Executives (Inbound + Outbound).
* Drive daily call targets, conversion, CSAT, AHT, FCR, and quality scores.
* Monitor live calls, provide real-time feedback, and coach for improvement.
* Handle customer escalations and ensure quick resolution.
* Track daily performance and prepare MIS reports for management.
* Ensure CRM discipline and data accuracy across the team.
* Conduct team huddles, product refreshers, and objection-handling sessions.
* Coordinate with QA, Training, and Ops teams for performance improvement.
* Maintain team attendance, rosters, and shift adherence.
* Drive team motivation, engagement, and retention.
Mandatory Requirements
* Minimum 4 years of experience in a dedicated voice / calling process (Inbound + Outbound).
* At least 2 year experience as a Team Leader (on papers)
* Comfortable with Work from Office, 6 days working, and rotational shifts & week offs.
* Strong people management, coaching, and escalation handling skills.
* Good understanding of call center KPIs and CRM systems.
Preferred Skills
* Experience in D2C / E-commerce / Consumer brands.
* Strong communication, problem-solving, and leadership skills.
* Data-driven mindset with hands-on reporting.
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