Roles and Responsibilities
- Manage team performance, ensuring adherence to SLAs and KPIs.
- Oversee daily operations, including rostering, call monitoring, escalation management, and shrinkage control.
- Analyze KPIs such as AHT, TAT, CSAT, and SLA to identify areas for improvement.
- Develop strategies to reduce attrition rates through effective team motivation and employee engagement initiatives.
- Collaborate with other teams to resolve issues related to service level agreements (SLAs) violations. Desired Candidate Profile
- 3-4 years of experience 1 Year as Team Lead in BPO operations or similar industry.
- Solid understanding of Attrition Control, Attrition Management, Call Center Operations, Call Monitoring, Escalation Management, KPI Analysis & Monitoring.
- Excellent communication skills with ability to lead cross-functional teams effectively.
📌 Team Lead (Lucknow)
🏢 STARTEK Aegis Customer Support Services
📍 Lucknow
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