Team Leader Customer Support

Experience Required: 1-2 years. Salary: As per market standards Skills Required: Team Management, Report Generation, SLAs, Rostering, Leave Management

Education: Graduate and above

About Us: Established in 2012, Square Business Services Pvt. Ltd. is a leading provider of professional services based in Hyderabad, India. Initially focused on skill development and staffing, we have since expanded to become a trusted recruitment partner for numerous organizations across diverse sectors. Our expertise spans Finance & Accounting, BPO, Customer Experience, and many other professional domains, serving both domestic and international markets. With a workforce of over 10,000 and certifications in ISO 9001 & 27001, we are committed to delivering exceptional service and exceeding client expectations.

Job Description:

We are seeking a dynamic and experienced Voice Process Team Lead to join our growing team. As a Team Lead, you will play a pivotal role in managing day-to-day operations, ensuring team performance, and maintaining high standards of service delivery.

Key Responsibilities:

Lead and manage a team of voice process associates, ensuring optimum performance and productivity.

Handle team dynamics, provide training and guidance, and maintain a positive work environment.

Generate and review daily, weekly, and monthly performance reports.

Conduct RAG (Red, Amber, Green) analysis to track team performance and implement corrective actions where necessary.

Oversee leave management and attendance for team members.

Ensure adherence to company policies, quality standards, and client requirements.

Collaborate with other departments to resolve issues and implement process improvements.

Key Skills & Requirements:

Proven experience of 1-2 years in a team leader or supervisory role, particularly in a voice process environment.

Strong team handling and leadership capabilities.

Proficiency in report generation and analysis, especially using Excel.

Knowledge of RAG analysis and performance metrics.

Excellent communication and interpersonal skills.

Ability to manage leave schedules and resolve team-related issues promptly.

Graduate or higher educational qualification.