Team Lead - Voice Process

Role Overview Tech Mahindra is looking for an experienced Team Lead for its Voice Process operations at Pune and Noida locations. The ideal candidate will have a strong background in BPO or customer service environments, particularly in live chat, telecom, or international voice processes, combined with demonstrated upselling and people management capabilities. This is a full-time permanent opportunity for a driven professional ready to lead frontline teams and deliver outstanding client results. Key Responsibilities - Respond to performance-related queries raised by the client and present Weekly Business Reviews on behalf of the team - Drive process performance to consistently meet and exceed SLA deliverables and client expectations - Identify coaching opportunities for team members and provide structured, actionable guidance - Conduct daily team huddles, share process updates, and publish daily, weekly, and monthly performance reports - Perform monthly one-on-one feedback sessions with agents based on individual performance data - Manage attrition, absenteeism, and resource utilization while maintaining historical performance records - Participate in client visits, calibration calls, and process improvement discussions - Handle escalation calls and emails and remain available for ad-hoc business requirements - Recognize and reward agents demonstrating excellent performance Required Qualifications - Any graduate with 3 to 8 years of relevant experience in BPO, call centre, or customer service operations - Mandatory experience in live chat processes, customer services, or the telecom industry - Mandatory experience with upselling or proactive sales on live chat or voice calls - Strong understanding of KPIs, SLA management, and operational excellence frameworks - Proficiency in Excel, quality tools, data analysis, and reporting - Excellent communication skills with the ability to manage client relationships independently - Must be open to working 24/7 rotational shifts including rotational week offs - Strong decision-making ability with analytical and strategic thinking skills Why Join Us Tech Mahindra is a globally recognised technology and BPM leader offering a dynamic, growth-oriented work environment. This role provides an excellent platform to develop leadership capabilities, drive meaningful process transformation, and grow within a high-performance organisation.

- 3 to 8 years of experience in BPO, call centre, or customer service roles - Mandatory experience in live chat, telecom, or international voice processes - Mandatory experience in upselling or proactive sales on chat or calls - Strong knowledge of KPIs, SLA adherence, and contact centre operations - Proficiency in Excel, data analysis, and performance reporting tools - Excellent verbal and written communication skills - Experience managing attrition, absenteeism, and team performance - Ability to work 24/7 rotational shifts and rotational week offs - Any graduate degree

- Full-time permanent employment - Opportunity to work with a globally recognised BPM and IT company - Performance recognition and career growth opportunities - Exposure to international voice and chat processes