Job Description

We are looking for a dynamic and results-driven Team Lead to manage our Voice & Chat Process for our captive operations in UAE, Gulf, US & India. The ideal candidate should have experience in leading a team in a BPO customer support or sales environment, ensuring high-quality service delivery while optimizing team performance.

Job Qualification

• Bachelor’s degree in any field (preferred: Business, Communications, or IT).

• 3-5 years of experience in a BPO (Voice & Chat process), with at least 1-2 years in a leadership role.

• Strong understanding of customer service, sales, or technical support operations.

• Hands-on experience with CRM, chat platforms, ACD, call routing, and workforce management tools.

• Excellent communication, coaching, and conflict-resolution skills.

• Ability to handle pressure, manage multiple time zones, and work in a fast-paced environment.

Preferred Skills

• Knowledge of UAE, Gulf, US & Indian customer behavior and preferences.
  
• Experience with AI-powered chatbots & omnichannel customer support.
  
• Proficiency in MS Office, Google Workspace, and reporting tools.
  
  

Responsibilities

✔ Team Leadership – Manage, mentor, and motivate a team of voice and chat agents to meet performance targets.
✔ Operational Efficiency – Ensure smooth process execution, adherence to SLAs, KPIs, and quality standards.
✔ Performance Monitoring – Track agent productivity, analyze reports, and implement improvements.
✔ Training & Development – Conduct regular training and upskilling sessions to enhance customer service skills.
✔ Customer Satisfaction – Ensure high customer satisfaction scores by maintaining quality service and quick issue resolution.
✔ Workforce Management – Handle shift scheduling, team allocation, and workload balancing.
✔ Escalation Handling – Address customer complaints, resolve escalations, and support complex queries.
✔ Process Optimization – Identify gaps, suggest automation, and improve chat & call handling efficiency.
✔ Collaboration – Work closely with QA, HR, and Operations to enhance team effectiveness

About

NoeticMinds Consulting is a knowledge consulting organization based in India & the USA, specializing in Technology & Business Development for Small & Medium-sized businesses globally. With a focus on eCommerce, ITES, Digital Content, and Marketing, we aim to provide competitive pricing and reliable services to help enhance our clients' businesses. Our diverse and multicultural workforce, led by founders with 20+ years of experience, strives to deliver value and sustainable growth for our loyal customer base.

Perks & Benefits

• Career growth in a global captive process environment.
  
• Performance-based incentives & bonuses.
  
• Exposure to multi-region operations (UAE, Gulf, US & India).

• Job Title : Team Lead(Voice and Chat Process)
• Job Position :
• Job Type : In Person
• Experience Type : 4 Years
• Vacancy : 1
• Gender : Male, Female
• Salary : 0
• Location : Kolhapur Circle, Belagavi
• Apply Deadline : 30-04-2025