Experience: Minimum 1 year of experience as a Team Leader
CTC Budget: 35,000 per month
In-hand Salary: 29,000 per month
Joining: Immediate joiners preferred
Job Responsibilities
Lead and manage a team of customer service executives to achieve business targets.
Monitor key performance metrics, including AHT, CSAT, SLA, quality, and productivity.
Drive team performance through regular coaching, feedback, and performance reviews.
Monitor attendance, attrition, shrinkage, and schedule adherence.
Handle customer escalations and ensure timely resolution.
Conduct quality audits and implement corrective action plans.
Prepare daily, weekly, and monthly MIS reports.
Track MTD/YTD performance and take necessary actions to achieve targets.
Ensure adherence to company policies, process guidelines, and quality standards.
Required Skills
Minimum 1 year of Team Leader experience on paper in a BPO customer service process.
Solid team handling and leadership skills.
Knowledge of AHT, CSAT, SLA, quality, attrition, and shrinkage.
Excellent communication and problem-solving skills.
Proficiency in MS Excel and MIS reporting.
Ability to manage escalations and improve team performance.
Interested candidates with relevant experience are encouraged to apply.
📌 Team Leader Service Delhi (India)
🏢 globiva
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.