- Lead a team of customer support agents to achieve daily targets and improve overall performance.
- Develop and implement strategies to reduce attrition rates, shrinkage, and increase agent productivity.
- Monitor key performance indicators (KPIs) such as first call resolution rate, average handling time, and customer satisfaction scores.
- Collaborate with other teams to resolve complex issues affecting the voice process.
Job Requirements :
- 3-7 years of experience in BPO/Call Centre setting with expertise in voice process management.
- Proven track record in reducing attrition rates through effective leadership and employee engagement initiatives.
- Strong understanding of KPIs related to customer service operations, including first call resolution rate, average handling time, etc.
📌 customer support team leader (Kochi)
🏢 PolicyBazaar
📍 Kochi
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