Location: Infopark, Kakkanad, Kochi
Experience: Minimum 5 years of experience in any BPO Inbound Voice with 2 years in Team handling (Mandatory)
Education: Bachelor's Degree Mandatory
Shift: Monday–Friday(6 PM - 3 AM)
Salary: Up to ₹ 8.5 LPA
Requirements
Minimum 5 years of experience in any BPO Inbound Voice
Minimum 2 years of proven experience managing a customer service team
Inbound call or chat experience is mandatory
Solid knowledge of shrinkage and attrition management
Excellent leadership, communication, and problem-solving skills
Responsibilities
Monitor daily call performance, quality, and productivity of the team
Ensure SLA, KPI, and client targets are consistently achieved
Conduct regular coaching sessions, call audits, and performance reviews
Handle customer escalations and critical cases effectively
Monitor and control shrinkage and attrition levels
Prepare daily and weekly team performance reports
Pay: ₹45,000.00 - ₹65,000.00 per month
Advantages:
Commuter assistance
Health insurance
Life insurance
Application Question(s):
Please mention your team size, experience in handling attrition and shrinkage, and your involvement in client communication and SLA/KPI management.
Experience:
BPO Inbound Voice: 5 years (Required)
Team Leading: 1 year (Required)