Walk-in || 31st August || Customer Support Team Leader || Inbound Voice || Noida

Roles and Responsibilities

• Manage a team of customer support agents to deliver exceptional customer experiences.
  
• Oversee daily operations, ensuring adherence to SLAs and KPIs such as shrinkage, attrition, and TL/TLR metrics.
  
• Develop and implement strategies to improve team performance, reduce churn rates, and enhance overall customer satisfaction.
  
• Collaborate with cross-functional teams (Domestic) to resolve complex issues and drive process improvements.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.
  

Desired Candidate Profile

• 6-11 years of experience in BPO operations or similar industry.
  
• Proven track record in managing teams for voice processes (inbound/outbound).
  
• Strong understanding of SLA management principles and practices.
  
• Excellent people management skills with ability to lead by example.