Roles and Responsibilities
- Manage a team handling international processes, ensuring productive operations and meeting performance targets.
- Oversee shrinkage and attrition rates, implementing strategies to reduce them.
- Monitor AHT (Average Handle Time), CSAT (Customer Satisfaction), NPS (Net Promoter Score), and other key metrics to optimize customer satisfaction.
- Ensure compliance with SLA's (Service Level Agreements) and KPI's (Key Performance Indicators).
- Collaborate with cross-functional teams to resolve issues and improve overall process efficiency.
Desired Candidate Profile
- 1-6 years of experience in an International BPO environment, preferably in banking processes or similar industries.
- Strong understanding of international voice processing, including accents and communication skills required.
- Proven track record of managing teams effectively, with expertise in lead operations and team handling.
- Interested candidates reach me on this mail id -
[email protected]
📌 Team Leader - international process (Maharashtra)
🏢 TP
📍 Maharashtra