Job Summary

Position: Team Leader - Blended Process. Location: Pune. Experience: 2-3 Years (BPO Team Handling Experience). Shift: Rotational Shifts Week Offs (Day/Night). Joining: Immediate Joiners Preferred.

Responsibilities

- Performance Monitoring: Track daily team KPIs, including productivity, quality, attendance, AHT, CSAT, and SLA. Ensure targets are achieved and manage low performers through PIPs.
- Chat Voice Management: Monitor customer interactions, maintain quality standards, manage response times, and handle escalations.
- Team Management: Manage attendance, shifts, team huddles, coaching, feedback, employee discipline, and attrition.
- Reporting Improvement: Prepare daily, weekly, and monthly MIS reports, review performance, coordinate with support teams, and conduct refresher training.

Requirements





- 2-3 years of BPO experience with team handling. Experience in blended Chat Voice processes.
- Knowledge of KPIs, SLA, CSAT, AHT, Quality, and Productivity.

Skills Competencies

- Robust communication, leadership, and problem-solving skills.
- Experience in team performance monitoring and coaching.
- Flexibility to work rotational shifts and week-offs.
- Immediate joiners preferred.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Team Leader (Blended Process - Chat & Voice) (Pune)
🏢 Imperative Business Ventures
📍 Pune