Team Leader

Roles and Responsibilities :

• Lead a team of customer service representatives to achieve high levels of customer satisfaction, retention, and revenue growth.
• Develop and implement strategies to reduce attrition rates, shrinkage, and improve net promoter score (NPS).
• Collaborate with cross-functional teams to identify areas for improvement in the contact center operations.
• Analyze key performance indicators such as AHT, CSAT, NPS to optimize processes and drive business results.

Job Requirements :

• 1-10 years of experience in a similar role within an internet industry setting.
• Proven track record of successfully leading teams to achieve operational excellence through effective people management practices.
• Strong understanding of contact center operations, including attrition control, shrinkage reduction, and NPS measurement.