Roles and Responsibilities
- Manage a team of customer support agents to deliver exceptional customer experiences.
- Oversee daily operations, ensuring adherence to SLAs and KPIs such as shrinkage, attrition, and TL/TLR metrics.
- Develop and implement strategies to improve team performance, reduce churn rates, and enhance overall customer satisfaction.
- Collaborate with cross-functional teams (Domestic) to resolve complex issues and drive process improvements.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Desired Candidate Profile
- 6-11 years of experience in BPO operations or similar industry.
- Proven track record in managing teams for voice processes (inbound/outbound).
- Robust understanding of SLA management principles and practices.
- Excellent people management skills with ability to lead by example.
📌 Walk-in || Team Lead | Customer Experience Centre | Inbound Voice Process | Noida
🏢 Kotak Mahindra Bank
📍 Noida
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