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.
Pay range and compensation package: UPTO 4.5 LPA CTC
Interested candidates reach me on this mail id : [Confidential Information]
