Roles and Responsibilities

- Manage a team of customer support agents to achieve operational excellence, focusing on attrition reduction and CSAT improvement.

- Oversee daily operations, ensuring efficient handling of customer queries through voice calls.

- Develop and implement strategies to improve team performance, productivity, and overall customer satisfaction.

- Collaborate with cross-functional teams to resolve complex issues and drive process improvements.

- Analyze data to identify trends and areas for growth, making recommendations for optimization.

Desired Candidate Profile

- 5-7 years of experience in BPO/Call Centre environment with expertise in Customer Support Operations or similar role.

- Solid understanding of CSA (Customer Service Agent) processes and ability to lead by example.

- Excellent communication skills with the ability to handle high-pressure situations effectively.

- Proven track record of reducing attrition rates through effective leadership and employee engagement initiatives.

📌 Opening For Team Lead (Coimbatore)
🏢 Cognizant
📍 Coimbatore