Team Lead

Roles and Responsibilities :

• Lead a team of customer support agents to achieve daily targets and KPIs.
• Monitor and analyze performance metrics such as CSAT, shrinkage, attrition, and international BPO metrics.
• Develop strategies to improve agent productivity, reduce churn rates, and increase overall customer satisfaction.
• Collaborate with other teams to resolve complex issues affecting the contact center's operations.

Job Requirements :

• 4-12 years of experience in an International Chat Process or similar industry.
• Strong understanding of KPIs (Key Performance Indicators) for measuring team performance.
• Proven track record in leading high-performing teams with low shrinkage rates.