- Lead a team of 15–20 agents to meet productivity, quality, shrinkage, and attrition targets
- Analyze team performance and ensure adherence to SLAs and customer satisfaction goals
- Provide coaching, training, and feedback to team members
- Handle live escalations and floor support in a 24/7 setting
Role Responsibilities:
- Drive performance metrics including IC targets and AHT across tenure buckets
- Recommend and implement process improvements to enhance efficiency
- Conduct regular TNAs to bridge knowledge or skill gaps
- Prepare and analyze performance reports to identify improvement areas
📌 Team Leader - Operations || International Travel Process (Pune)
🏢 IGT solutions
📍 Pune
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