- Lead a team of customer service representatives to achieve operational excellence in international voice processes.
- Manage shrinkage and attrition rates by implementing effective strategies to retain top performers.
- Monitor key performance indicators (KPIs) such as AHT, CSAT, SLA compliance, and provide insights for improvement.
- Develop and maintain relationships with clients to ensure high levels of satisfaction.
Job Requirements :
- 3-7 years of experience in BPO/Call Centre industry with expertise in international voice process operations.
- Solid understanding of SLA management, shrinkage control, and attrition reduction techniques.
- Excellent team handling skills with ability to motivate teams towards achieving targets.
📌 Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad
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