Team Director

2 days ago

Delhi, Delhi, India beBeePerformance Full time ₹ 40,00,000 - ₹ 70,00,000
Job Opportunity:

We are seeking a highly skilled Team Director to oversee the performance of our international voice processes team.

Key Responsibilities:
  • Optimize customer satisfaction ratings by providing coaching and effective issue resolution.
  • Ensure adherence to key operational metrics, including service level agreements, average handling time, first call resolution, and other contractual requirements.
  • Develop strategies to minimize team attrition and shrinkage through proactive engagement and workforce planning.
  • Conduct regular coaching, feedback sessions, and performance audits to enhance quality and productivity.
  • Monitor and track key performance indicators and key results areas; publish reports highlighting gaps and proposing action plans.
  • Resolve conflicts within the team and serve as the primary point of escalation for customer issues.
  • Collaborate with Quality and Training teams to address knowledge and skill gaps.
Requirements:
  • 1–4 years of experience as a Team Leader in international BPO voice process.
  • Proven record in people management, performance coaching, and conflict resolution.
  • Strong understanding of operational metrics, including AHT, SLA, FCR, CSAT/DSAT, shrinkage, attrition, audits, KPIs & KRAs.
  • Excellent communication, analytical, and problem-solving skills.
  • Willingness to work in a dynamic environment (rotational shifts).

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