Roles and Responsibilities :
- Lead a team of customer service representatives to achieve high CSAT and low shrinkage/attrition rates.
- Manage escalations effectively, resolve complex issues promptly, and maintain a positive customer experience.
- Develop and implement strategies to reduce shrinkage/attrition rates through employee engagement, training, and development initiatives.
- Collaborate with other teams to identify areas for improvement and implement process enhancements.
- Analyze performance metrics such as CSAT, shrinkage, and attrition to inform data-driven decisions.
- Provide coaching and guidance to team members to enhance their skills and performance.

Job Requirements :




- Proven experience in leading operations teams in an international BPO or call center setting.
- Robust leadership skills with the ability to motivate teams towards achieving targets.
- Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly.
- Experience in managing attrition, escalation, and SLA management is essential.
- Ability to analyze data and make informed decisions to drive business outcomes.
- Familiarity with voice process optimization techniques and tools is preferred.

📌 Operations Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad