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 :
[Confidential Information]
Name
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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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