Roles and Responsibilities

- Manage a team of customer support agents to achieve daily targets and KPIs such as AHT, Shrinkage, Attrition, Escalations, and SLA.

- Handle escalated calls from customers and resolve issues promptly to maintain high levels of customer satisfaction.

- Develop strategies to reduce shrinkage and attrition rates by identifying areas for improvement in the team's performance.

- Monitor call quality standards and provide feedback to agents on their performance to improve overall service delivery.

- Collaborate with other departments (e.g., sales) to ensure seamless handovers and effective communication.

Desired Candidate Profile

- 3-8 years of experience in BPO/Call Centre environment with expertise in Customer Support/Customer Service/Team Handling/Outbound Sales/Voice Processing.

- Robust understanding of KPIs like AHT, Shrinkage, Attrition, Escalations & SLAs; ability to analyze data to drive business decisions.

- Excellent leadership skills with ability to motivate teams towards achieving goals; strong communication skills both written & verbal.

- 1+ Years of experience in team handling.

📌 Team Lead (Gurugram)
🏢 PolicyBazaar
📍 Gurugram