Team Leader

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve high levels of customer satisfaction, CSAT, and attrition targets.
• Develop and implement effective strategies to reduce shrinkage and improve overall team performance.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth through innovative solutions.
• Analyze data to identify trends, opportunities for improvement, and areas for cost reduction.

Job Requirements :

• 4-10 years of experience in BPO operations or similar industry.
• Proven track record in managing teams towards achieving CSAT goals with minimal shrinkage.
• Strong understanding of BPO operations, including process improvements and cost optimization initiatives.
• Excellent communication, leadership, and problem-solving skills.