
Business Process Optimization Lead
1 week ago
Job Overview
As a seasoned Team Lead, you will be responsible for overseeing the rostering process to optimize resource allocation and minimize shrinkage. This involves monitoring key performance indicators (KPIs) such as Average Handling Time (AHT), Service Level Agreement (SLA), Attrition, Shrinkage, and Customer Satisfaction (CSAT).
You will manage team performance to ensure targets are met within SLA guidelines. Your primary objective is to develop strategies that reduce attrition rates through effective team handling practices.
Key Responsibilities
- Monitor and analyze KPIs to identify areas for improvement.
- Develop and implement plans to reduce attrition rates and improve team performance.
- Manage team workload and prioritize tasks to meet deadlines.
Qualifications and Skills
- Education: Graduation is mandatory.
- Experience: Minimum 3 years of experience in Business Process Outsourcing (BPO)/Call Centre with at least 1.5 years of experience as a Team Leader, focusing on customer service.
Required Skills and Qualities
- Leadership Skills: Excellent leadership skills with the ability to manage teams effectively.
- KPI Analysis: Strong understanding of KPIs and metrics related to team performance.
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