Bpo Team Lead

Key Responsibilities Team Leader (International Voice Process)

• Lead & Manage: Guide a team of voice agents to achieve and exceed SLA targets in Quality, AHT, CSAT, and Attendance.
  
• Performance Monitoring: Monitor live calls, dashboards, and metrics; provide timely feedback and coaching to agents.
  
• Escalation Management: Handle escalated customer queries promptly to ensure effective resolution.
  
• Team Engagement: Conduct daily huddles and weekly performance reviews while maintaining high team motivation.
  
• Cross-Functional Collaboration: Work closely with QA, Training, and Workforce teams to drive continuous performance improvement.
  
• Reporting & Analysis: Prepare performance reports and attendance dashboards for management reviews.
  
• Process Improvement: Implement team-level initiatives to enhance productivity, reduce attrition, and boost employee morale.
  
• Compliance & Standards: Ensure strict adherence to company policies and client expectations.