Team Lead

Roles and Responsibilities :

• Lead a team of customer support agents to achieve high levels of customer satisfaction (CSAT) and first call resolution rates.
• Develop and implement strategies to reduce shrinkage, attrition, AHT, TAT, and improve overall team performance.
• Collaborate with cross-functional teams to resolve complex issues and escalations in an efficient manner.
• Conduct regular coaching sessions to enhance agent skills and knowledge.

Job Requirements :

• 2-4 years of experience in BPO industry with expertise in international voice process or similar roles.
• Strong understanding of inbound/outbound processes, international BPO operations, and KPIs such as CSAT, SLA, AHT, TAT etc. .
• Excellent team handling skills with ability to manage multiple priorities simultaneously.