
Team Lead
2 weeks ago
Responsibilities
* Manage a team of non-voice US Healthcare process agents to ensure efficient handling of international emails and chats.
* Monitor KPIs, SLAs, shrinkage, and attrition rates to identify areas for improvement.
* Develop and implement strategies to reduce shrinkage and attrition while maintaining high-quality service levels.
* Collaborate with other teams to resolve complex customer issues.
Job Requirements
* 4-8 years of experience in BPO non-voice processes or similar industries.
* Strong knowledge of email support, chat support, international non-voice processes, KPIs, SLAs, shrinkage, attrition management.
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