We are seeking an experienced **Team Leader – Domestic Voice Process** to manage and drive the performance of a team in a fast\-paced BPO environment. The ideal candidate should have strong team\-handling experience with a proven track record in managing **KPIs, Shrinkage, Attrition, Productivity, Quality, and SLA metrics**.
*Key Responsibilities:**
Lead, mentor, and manage a team of Customer Support Executives.
Monitor and achieve operational KPIs including Productivity, Quality, AHT, CSAT, and Attendance.
Analyze and control **Shrinkage and Attrition** to ensure optimum staffing levels.
Conduct regular team huddles, coaching sessions, and performance reviews.
Handle customer escalations and provide timely resolutions.