Team Lead

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve daily targets and goals.
• Monitor and analyze key performance indicators (KPIs) such as attrition rate, shrinkage, and quality metrics to identify areas for improvement.
• Develop and implement strategies to reduce attrition rates, improve employee engagement, and enhance overall team performance.
• Collaborate with other departments to resolve complex issues affecting the team's productivity.

Job Requirements :

• 2-10 years of experience in BPO operations or similar industry.
• Strong understanding of KPIs related to attrition rate, shrinkage, and quality metrics.
• Proven track record in managing teams effectively to achieve desired outcomes.