Opening For Team Lead

Roles and Responsibilities

• Manage a team of customer support agents to achieve operational excellence, focusing on attrition reduction and CSAT improvement.
  
• Oversee daily operations, ensuring efficient handling of customer queries through voice calls.
  
• Develop and implement strategies to improve team performance, productivity, and overall customer satisfaction.
  
• Collaborate with cross-functional teams to resolve complex issues and drive process improvements.
  
• Analyze data to identify trends and areas for growth, making recommendations for optimization.
  

Desired Candidate Profile

• 5-7 years of experience in BPO/Call Centre environment with expertise in Customer Support Operations or similar role.
  
• Strong understanding of CSA (Customer Service Agent) processes and ability to lead by example.
  
• Excellent communication skills with the ability to handle high-pressure situations effectively.
  
• Proven track record of reducing attrition rates through effective leadership and employee engagement initiatives.