Roles and Responsibilities :

- Lead a team of customer service representatives to achieve departmental targets and goals.
- Develop and implement effective strategies to reduce attrition, shrinkage, and improve overall performance.
- Should be able to understand & deliver key process metrics.

- Analyze metrics such as AHT, Shrinkage, Attrition rate to identify areas for improvement.

- Should follow the roster properly.

- Ensure timely download of process updates/product guidelines.

- Should have basic knowledge of data analytics. Should be able to prepare weekly & monthly review presentation.

- Coach team members on inbound process, product knowledge, and soft skills to enhance their performance.

Job Requirements :

- 1-3 years of experience in BPO/Call Centre industry with focus on Inbound Customer Service.
- Solid understanding of inbound process and ability to coach teams effectively.
- Excellent communication skills with the ability to handle high-pressure situations calmly.

📌 Customer Service Team Lead (Pune)
🏢 Calling 24o7 BPO Services
📍 Pune