Team Lead

Roles and Responsibilities

• Lead a team of 15-20 members to achieve daily targets.
• Monitor and control shrinkage, attrition, and CSAT metrics.
• Develop KPIs for the team and track performance against them.
• Ensure effective communication among team members through regular meetings and feedback sessions.
• Identify areas of improvement and implement changes to increase productivity.

Desired Candidate Profile

• 2-6 years of experience in BPO industry with expertise in Attrition Control, CSAT, KRA, Shrinkage management.
• Bachelor's degree in Computers (B.Tech) or equivalent from a recognized university.
• Strong understanding of call center operations and customer service principles.