Roles and Responsibilities
Manage a team of customer service representatives to achieve exceptional customer experience, CSAT, AHT, shrinkage, and attrition targets.
Develop and implement effective training programs to enhance agent performance and improve overall team efficiency.
Collaborate with cross-functional teams to resolve complex customer issues and drive business growth through upselling prospects.
Conduct regular coaching sessions with agents to identify areas of improvement and provide constructive feedback for growth.
Analyze key performance indicators (KPIs) such as CSAT, AHT, shrinkage, and attrition rates to optimize team performance.
📌 Team Lead Bengaluru (India)
🏢 TP
📍 India