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 workplace.
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
Robust communication skills in English and Hindi.
Positive 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.