Roles and Responsibilities :
- Lead a team of customer service representatives to achieve operational excellence in international voice processes.
- Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, attrition, and shrinkage to identify areas for improvement.
- Develop and implement strategies to reduce costs while maintaining high levels of quality and efficiency.
- Collaborate with cross-functional teams to resolve complex issues related to international BPO operations.
Job Requirements :
- 3-10 years of experience in an International Voice Process or similar industry.
- Solid understanding of SLA requirements and ability to manage teams effectively against them.
- Excellent leadership skills with the ability to motivate and develop team members.
- Proficiency in analyzing data using tools like AHT, CSAT, Attrition etc.
📌 Operations Team Lead (Hyderabad)
🏢 Spotshine Consulting Delhi
📍 Hyderabad
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