Inbound Customer Service Process Team Leader

2 days ago


Mumbai City District, India Teleperformance (TP) Full time

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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