Operations Team Lead

Roles and Responsibilities :

• Lead a team of customer service representatives to achieve operational excellence in international voice processes.
• Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, attrition, and shrinkage to identify areas for improvement.
• Develop and implement strategies to reduce costs while maintaining high levels of quality and efficiency.
• Collaborate with cross-functional teams to resolve complex issues related to international BPO operations.

Job Requirements :

• 3-10 years of experience in an International Voice Process or similar industry.
• Strong understanding of SLA requirements and ability to manage teams effectively against them.
• Excellent leadership skills with the ability to motivate and develop team members.
• Proficiency in analyzing data using tools like AHT, CSAT, Attrition etc.