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 processes.
• Develop strategies to improve team productivity, reduce costs, and enhance overall customer satisfaction.
• Collaborate with other departments to resolve complex issues and implement process improvements.

Job Requirements :

• 4-12 years of experience in a similar role or industry (BPO/Call Centre).
• Strong understanding of international chat process operations.
• Proven track record in leading teams towards achieving high levels of performance.