Team Lead - Bengaluru

Roles and Responsibilities

• Manage a team of customer service representatives to achieve exceptional customer experience, CSAT, AHT, shrinkage, and attrition targets.
  
• Develop and implement effective training programs to enhance agent performance and improve overall team efficiency.
  
• Collaborate with cross-functional teams to resolve complex customer issues and drive business growth through upselling opportunities.
  
• Conduct regular coaching sessions with agents to identify areas of improvement and provide constructive feedback for growth.
  
• Analyze key performance indicators (KPIs) such as CSAT, AHT, shrinkage, and attrition rates to optimize team performance.