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    Job · 21336643

    HYDERABAD · FULLTIME

    Team Lead

    IntouchCX

    IntouchCX

    Hyderabad · onsite · Posted 4d ago

    Sourced fromNaukri
    ₹3.0L - ₹5.5L PA3–7 yrsfulltimeHyderabad

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    Section · 01

    About this role

    Roles and Responsibilities :

    • Lead a team of customer service representatives to achieve operational excellence in international voice processes.
    • Manage shrinkage and attrition rates by implementing effective strategies to retain top performers.
    • Monitor key performance indicators (KPIs) such as AHT, CSAT, SLA compliance, and provide insights for improvement.
    • Develop and maintain relationships with clients to ensure high levels of satisfaction.

    Job Requirements :

    • 3-7 years of experience in BPO/Call Centre industry with expertise in international voice process operations.
    • Strong understanding of SLA management, shrinkage control, and attrition reduction techniques.
    • Excellent team handling skills with ability to motivate teams towards achieving targets.

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    Section · 02

    Skills

    CSAToperations team handlingTeam HandlingSLAattritionshrinkageInternational Voice ProcessSLA ManagementShrinkage ControlAht

    Section · Company

    About IntouchCX

    IntouchCX

    IntouchCX

    BPO

    3.3k+

    employees

    2001

    25 years old

    Winnipeg, Manitoba

    Canada

    ₹3L – ₹5.5L PA

    This role

    About

    We have built a culture around our people. By empowering our team members, we exceed your customers' expectations. A win for you is a win for us. Our solutions deliver unmatched customer experiences and actionable insights while leveraging our technology and innovation to improve performance and engagement. We do all this while remaining true to the culture and brand identity of our partners. Our 10 Things are the guiding principles that challenge us to lead with purpose and drive. They inform every team member, of every solution and every goal. As a company and as individuals, we know our ‘why’ and are driven to achieve it every day. It’s what helps us go above and beyond to guide our clients and each other. While we have bold growth goals, we’ll never sacrifice the thing that makes us who we are: our soul. It continues to shape our culture and partnerships. We work in a dynamic, ever-changing environment. We work with purpose and seize opportunities to set new industry standards.

    Industries

    BPOBPO/KPO

    Employees rate it well for

    Senior Management277Salary270Job Security173Work Environment147Work Culture113

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