Job description

Roles and Responsibilities

Candidate should have experience in international process as Team Leader

Manage a team of agents handling international calls, ensuring excellent customer service and meeting KPIs.
Oversee daily operations, including scheduling, training, and performance management to achieve SLA targets.
Develop strategies to reduce shrinkage and attrition rates through effective coaching and people management skills.
Collaborate with other teams to resolve complex issues related to UK processes and US procedures.
Ensure compliance with quality standards (CSAT) by monitoring call recordings and providing feedback to agents.

Desired Candidate Profile

1-5 years of experience in BPO Operations or similar industry.
Strong understanding of AHT, Attrition, CSAT, KPIs, KRAs, People Management Skills, SLA Management.
Excellent communication skills for effective team handling and leadership.

Please do share your resume with below details to this email ID :

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Relevant Experience

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Expected CTC

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Open to relocate

Regards,

Charlie HR

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Customer Support Team Lead