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Roles & Responsibilities:
Lead, manage, and motivate the team to achieve operational targets
Monitor and analyze key performance metrics including Shrinkage, Attrition Rate, KPI, FCR, AHT, and CSAT
Ensure quality standards, productivity, and SLA adherence
Handle customer and process escalations effectively
Conduct regular team huddles, coaching sessions, and performance reviews
Drive team performance improvement and control attrition
Ensure process compliance and operational excellence
Prepare and share daily/weekly/monthly performance reports with management
Team Size:
Handle a team of 3040 customer support executives
Eligibility / Required Skills:
Mandatory: On-paper experience as a Team Lead
13 years of Team Lead experience in Customer Support
Strong knowledge of contact center metrics (Shrinkage, KPI, FCR, AHT, CSAT)
Excellent people management and communication skills
You can also contact at: 9885271110
Live Connections is a search agency that specializes in finding and placing professionals across all industrial sectors. With an extensive background in recruiting, we understand the pitfalls and frustrations of recruiting high-calibre individuals. We also understand the tensions and pressures that can frustrate a professional in his or her search for the right job. With a crack team of result-oriented professionals, we help connect the job-seeker and the Employer and make a match that satisfies both.
With our extensive experience in consulting and recruiting for the emerging enterprise, Live Connections is poised to bring the best solution to both sides of hiring - the job-seeker and the Employer
(Obstacles are what you see when you take your eyes off the goal)
Job ID: 143001267
