India Team Leader Business Services

Roles and Responsibilities :

• Manage a team of customer support agents to achieve service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement effective strategies to reduce attrition rates, improve agent productivity, and enhance overall customer satisfaction.
• Collaborate with cross-functional teams to resolve complex issues related to billing, technical problems, or process improvements.
• Analyze data reports to identify trends, track progress against SLAs, and make recommendations for process optimization.

Job Requirements :

• 4-7 years of experience in BPO/Call Centre environment with expertise in SLA management.
• Proven track record of reducing attrition rates through effective people management practices.
• Strong understanding of KPIs and ability to develop action plans to meet or exceed targets.
• Excellent team handling skills with the ability to motivate teams towards achieving common goals.