
Inbound Customer Service Process Team Leader
2 days ago
Roles and Responsibilities
- Manage a team of customer service representatives to achieve SLA targets for AHT, CSAT, TAT, and NPS.
- Oversee daily operations to minimize shrinkage and attrition rates while maintaining high levels of quality.
- Develop strategies to improve KPIs such as SLA management, BPO operations, call center operations, rostering, escalations handling.
- Ensure effective communication with stakeholders through regular reporting on key performance indicators (KPIs).
- Contact Neelam Shah
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