Team Lead

Responsibilities:

• Oversee rostering process to optimize resource allocation and minimize shrinkage.
• Conduct KPI monitoring and CSAT analysis to identify areas for improvement.
• Manage team performance, ensuring targets are met within SLA guidelines.
• Ensure timely completion of tasks by setting deadlines and tracking progress against them.
• Develop strategies to reduce attrition rates through effective team handling practices.

Qualifications:

• Graduation is mandatory.
• Minimum 3 years of experience in BPO/Call Centre on paper in which 1.5 years of experience as a Team leader with a focus on customer service.

Required Skills:

• Strong understanding of KPIs such as AHT, SLA, Attrition, Shrinkage and CSAT.
• Excellent leadership skills with ability to manage teams effectively.