We are looking for an experienced Team Leader who can manage day-to-day team operations, drive performance, maintain service levels and deliver an excellent customer experience.
Interested candidates can share their updated resume to
[email protected]
Roles and Responsibilities
- Manage a team of customer support agents to achieve service level agreements (SLAs) and key performance indicators (KPIs).
- Conduct call audits, monitor calls, provide feedback, and coach agents to improve productivity and quality.
- Analyze shrinkage, attrition, AHT, CSAT metrics to identify areas for improvement.
- Ensure effective rostering and utilization of resources to meet business needs.
- Collaborate with cross-functional teams to resolve escalations and optimize processes.
Desired Candidate Profile
- Minimum 1 year of international experience as a Team Leader.
- Prior experience managing a team of 10+ members.
- Experience in International BPO / Customer Support / Outsourcing.
- Solid people-management and leadership skills.
- Strong performance-management skills.
- Excellent verbal and written communication skills.
- Good technical and computer knowledge.
- Flexible to work in different shifts.
📌 Team Lead (Navi Mumbai)
🏢 Career Guideline
📍 Navi Mumbai