About the role
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.