Team leader-operations

Roles and Responsibilities

• Manage daily operations of the contact center, ensuring efficient use of resources and meeting service level agreements (SLAs).
• Lead a team of agents to achieve targets such as AHT, CSAT, KPIs, KRAs, shrinkage control, attrition reduction.
• Develop and implement strategies to improve customer satisfaction ratings through effective rostering and shift management.
• Monitor key performance indicators (KPIs) to identify areas for improvement.

Desired Candidate Profile

• 1-6 years of experience in BPO Operations or similar industry.
• Strong understanding of SLA/KPI/KRA metrics for measuring agent performance.
• Excellent leadership skills with ability to manage teams effectively.
• Proficiency in handling multiple tasks simultaneously while maintaining attention to detail.

Interested candidates reach me on this mail id [email protected]