We are looking for a Senior Team Leader to manage daily team operations, drive performance, reduce shrinkage and attrition, and ensure KPI delivery in a 24×7 environment.
Key Responsibilities
- Conduct daily pre-shift meetings and set expectations.
- Maintain shrinkage and attrition within targets.
- Share daily APR with the team and review agent performance (daily/weekly/MTD).
- Track performance hourly/real-time and provide effective coaching.
- Apply HR policies if agents do not improve after repeated feedback.
- Support advisors with process-related issues and provide timely resolutions.
- Share required reports on time and address groups confidently.
- Identify agents’ improvement areas, create action plans, and ensure adherence.
- Conduct daily call listening and take KRA calls/self-login when required.
- Achieve KPI targets: Shift Adherence%, Attrition%, CSAT, Bucketization%.
Eligibility Criteria:
- Minimum Qualification: Graduate in any stream.
- 2 to 4 years of relevant experience
- Strong communication skills in English and Hindi.
- Valuable knowledge of Excel and daily operational reporting.
- Ability to lead, coach, and motivate teams effectively.
Work Details
- Shift: 24×7 process with rotational shifts.
- Week Off: Rotational week-offs.
- Holidays: Public and national holidays will be working days as per process.
Navi Mumbai
📌 Team Leader (India)
🏢 One Point one solutions
📍 India
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