Customer Care Team Lead

Roles and Responsibilities :

• Manage a team of customer care representatives to achieve high levels of customer satisfaction (CSAT) and first call resolution rates.
• Oversee daily operations, including rostering, scheduling, and performance monitoring to minimize shrinkage and attrition.
• Develop and implement strategies to reduce shrinkage and attrition rates, while maintaining quality standards.
• Collaborate with other departments to resolve complex issues and improve overall process efficiency.

Job Requirements :

• 1-30 years of experience in BPO management or similar industry.
• Proven track record in managing teams for CSAT improvement, shrinkage control, and attrition reduction.
• Strong understanding of call center operations, team handling, and leadership skills.