Team leader Operations (Pune)

Team leader Operations (Pune)

15 Oct
|
Brillminds Global Private
|
Pune

15 Oct

Brillminds Global Private

Pune

Key Responsibilities

- Manage daily team operations, attendance, productivity, and schedule adherence.

- Monitor KPIs, including AHT, CSAT, FCR, quality, and SLA.

- Drive team performance through regular coaching and feedback.

- Monitor and control attrition, absenteeism, and shrinkage.

- Handle customer escalations and ensure quality service delivery.

- Prepare performance reports and implement improvement plans.

- Ensure compliance with company policies and client requirements.

Required Skills & Experience
- 5–10years of BPO / Customer Support experience.

- 2–5 years of team-handling experience in a voice process.

- Robust knowledge of KPI, SLA, AHT, CSAT, and quality metrics.

- Experience in attrition management, employee engagement, and performance coaching.

- Good communication, leadership, analytical, and problem-solving skills.

- Proficiency in MS Excel and operational reporting.

📌 Team leader Operations (Pune)
🏢 Brillminds Global Private
📍 Pune

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