- Lead a team of customer support agents to achieve high levels of customer satisfaction (CSAT) and first call resolution rates.
- Develop and implement strategies to reduce shrinkage, attrition, AHT, TAT, and improve overall team performance.
- Collaborate with cross-functional teams to resolve complex issues and escalations in an efficient manner.
- Conduct regular coaching sessions to enhance agent skills and knowledge.
Job Requirements :
- 2-4 years of experience in BPO industry with expertise in international voice process or similar roles.
- Solid understanding of inbound/outbound processes, international BPO operations, and KPIs such as CSAT, SLA, AHT, TAT etc. .
- Excellent team handling skills with ability to manage multiple priorities simultaneously.
📌 Team Lead (Mumbai)
🏢 TP
📍 Mumbai
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