
Mumbai Process Operations Leader
2 hours ago
We are actively seeking an experienced leader to spearhead our process operations team.
Job Overview
Designation: Team Lead
Location: Mumbai (Goregaon)
Shift: 24x7 Rotational Shift (Including Night Shifts)
5 Days Working with 2 Rotational Week Offs
Key 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 Revolut, Anti-Money Laundering (AML), Money Laundering (ML) and Know Your Customer (KYC)
- Manage a Team of Agents to Achieve Daily Targets, Ensuring High Levels of Customer Satisfaction and Service Quality
- Oversee Average Handling Time (AHT), Shrinkage, Attrition, Customer Satisfaction (CSAT), Key Performance Indicators (KPIs), and Service Level Agreements (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 Center Operations, Business Process Outsourcing (BPO) Operations, Call Center Operations, Team Handling, and Team Lead Responsibilities
- Ensure Compliance with Company Policies and Procedures while Driving Business Growth through Innovative Solutions
Interested candidates can connect for further details-
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