Team Leader

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve high levels of customer satisfaction (CSAT) and adhere to Service Level Agreements (SLAs).
• Oversee the entire inbound process, ensuring timely resolution of customer queries and issues through effective communication.
• Monitor key performance indicators such as AHT, shrinkage, attrition, and CSAT to identify areas for improvement and implement corrective actions.
• Develop strategies to reduce shrinkage and attrition rates by providing training programs, coaching sessions, and recognition initiatives.

Job Requirements :

• 3-8 years of experience in BPO industry with expertise in domestic voice processes.
• Strong understanding of inbound calls, voice support, and customer care principles.
• Proven track record in managing teams effectively to meet SLA targets while maintaining high levels of quality.