{"@context":"https://schema.org","@type":"JobPosting","title":"Team leader-operations","description":"

Roles and Responsibilities

Manage daily operations of the contact center, ensuring efficient use of resources and meeting service level agreements (SLAs).
Lead a team of agents to achieve targets such as AHT, CSAT, KPIs, KRAs, shrinkage control, attrition reduction.
Develop and implement strategies to improve customer satisfaction ratings through effective rostering and shift management.
Monitor key performance indicators (KPIs) to identify areas for improvement.

Desired Candidate Profile

1-6 years of experience in BPO Operations or similar industry.
Strong understanding of SLA/KPI/KRA metrics for measuring agent performance.
Excellent leadership skills with ability to manage teams effectively.
Proficiency in handling multiple tasks simultaneously while maintaining attention to detail.

Interested candidates reach me on this mail id -rozy.rozy1@teleperformancedibs.com

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