08 Sep
|
PolicyBazaar
|
Gurugram
08 Sep
PolicyBazaar
Gurugram
Roles and Responsibilities
- Manage a team of customer service representatives to achieve targets such as AHT, CSAT, NSAT, SLA, and attrition.
- Coach and mentor team members to improve their performance and reduce shrinkage.
- Handle inbound and outbound calls effectively with excellent communication skills in Telugu language.
- Monitor call recordings to identify areas for improvement and implement corrective actions.
- Analyze data reports (e.g., roster management) to optimize team scheduling and resource allocation.
Desired Candidate Profile
- 3-8 years of experience in BPO/Call Centre workplace with expertise in domestic processes.
- Strong understanding of voice processing technologies (Voice Support).
- Excellent leadership skills with ability to manage teams effectively.
- Proficiency in Shirnkage software or similar tools used for quality monitoring.
- 1+ Years of Experience as a team lead.
📌 Team Lead (Gurugram)
🏢 PolicyBazaar
📍 Gurugram