Team Lead Operations (Voice/inbound Process) - Must have exp from customer support background in International Process as A team lead for atleast 2 years on Paper
Experience: with min 2 years as Team Lead on paper
Location: Navi Mumbai ( not accepting candidates outside the boundary location )
Industry: BPO
Key Responsibilities:
- Manage day-to-day team performance and floor operations
- Monitor and improve Attrition & Shrinkage to meet workforce targets
- Track and optimize AHT (Average Handle Time) without compromising quality
- Drive NPS (Net Promoter Score) improvement through coaching and process fixes
- Reduce Repeat Contacts by identifying root causes and process gaps
- Manage Utilization & Occupancy to balance productivity and agent wellbeing
- Conduct daily huddles, coaching sessions, and performance reviews
- Prepare and present daily/weekly/monthly performance reports (RCA, dashboards)
- Handle escalations and ensure SLA/KPI adherence
- Conduct calibration sessions with QA team
- Note - On Paper International Team Lead experience is Mandatory atleast for 2 years
- Required Skills:
Solid knowledge of BPO metrics: Attrition,
Shrinkage, AHT, NPS people management and coaching skills
Proficient in Excellent Excel/reporting tools; MIS knowledge preferred
Strong communication and problem-solving skills
Experience handling a team of 15-25 agents
Note - Only Accepting candidates residing in Mumbai / Navi mumbai ( not accepting relocation cases)
Qaualification: Graduate (any discipline) is Mandatory
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Interested candidates can apply or share resumes at: - Laiba (phone hidden) with a tag line Of " Interested in Team lead- International Process
Role: Customer Success Associate, Industry Type: BPM / BPO, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate read more
Key Skills Skills highlighted with ‘‘ are preferred keyskills International Voice Process Attrition ControlProductivityRosteringSLAPerformance ReviewShrinkageAhtAttrition ManagementCustomer SupportKPI AnalysisKRACSATCustomer Service OperationsInternational BPO
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