Team Lead OPS (Lucknow)

Team Lead OPS (Lucknow)

04 Aug
|
STARTEK Aegis Customer Support Services
|
Lucknow

04 Aug

STARTEK Aegis Customer Support Services

Lucknow

Roles and Responsibilities

- Manage daily operations of the team, ensuring efficient handling of customer queries and issues.

- Oversee AHT (Average Handle Time), Shrinkage, Attrition, CSAT, KPIs, SLAs, TAT, Escalations to maintain high levels of performance.

- Develop strategies to reduce shrinkage and attrition rates while improving overall team productivity.

- Collaborate with cross-functional teams to resolve complex customer complaints and improve overall customer satisfaction.

- Ensure compliance with company policies and procedures.

Desired Candidate Profile

- 3-4 years of experience in BPO Operations or similar industry.

- Solid understanding of KPIs such as AHT, Shrinkage, Attrition, CSAT etc. .

- Excellent communication skills for effective collaboration with internal stakeholders.

- Ability to analyze data to identify trends and areas for improvement.

📌 Team Lead OPS (Lucknow)
🏢 STARTEK Aegis Customer Support Services
📍 Lucknow

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