Team leader

Roles and Responsibilities :

• Lead a team of customer support agents to achieve high levels of customer satisfaction (CSAT) and first call resolution rates.
• Develop and implement strategies to reduce attrition, shrinkage, and improve overall agent performance.
• Collaborate with cross-functional teams to resolve complex customer issues and escalations.
• Analyze data to identify trends, opportunities for improvement, and areas for process optimization.

Job Requirements :

• 4-9 years of experience in BPO/Call Centre industry with expertise in customer support operations.
• 1+ years of experience as  a team lead.
• Proven track record in leading teams towards achieving CSAT targets through effective coaching, training, and development initiatives.
• Strong understanding of KPIs such as Attrition rate, Shrinkage rate, First Call Resolution Rates etc. .
• Excellent communication skills with ability to work effectively across multiple stakeholders including customers, colleagues, management.