Team Leader

Location- Mumbai (Goregaon )

Shift- 24x7 Rotational Shift (Including Night Shifts)

5 Days Working with 2 rotational week offs

Immediate Joiners Preferred

Responsibilities-

* Customer Service, Customer Support, and Customer Service Management skills

* Experience in achieving and maintaining high levels of Customer Satisfaction

* Excellent verbal and written Communication skills

* Experienced in Banking, cards and Dispute domain.

* Manage a team of agents to achieve daily targets, ensuring high levels of customer satisfaction and service quality.

* Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs to maintain operational efficiency and effectiveness.

* Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.

* Collaborate with other teams to resolve issues related to rostering, contact centre operations, BPO operations, call center operations, team handling, TL responsibilities.

* Ensure compliance with company policies and procedures while driving business growth through innovative solutions.