Bpo Team Lead

7 days ago


Mangaluru Mysuru, India GlowTouch Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities Team Leader (International Voice Process)

  • Lead & Manage: Guide a team of voice agents to achieve and exceed SLA targets in Quality, AHT, CSAT, and Attendance.
  • Performance Monitoring: Monitor live calls, dashboards, and metrics; provide timely feedback and coaching to agents.
  • Escalation Management: Handle escalated customer queries promptly to ensure effective resolution.
  • Team Engagement: Conduct daily huddles and weekly performance reviews while maintaining high team motivation.
  • Cross-Functional Collaboration: Work closely with QA, Training, and Workforce teams to drive continuous performance improvement.
  • Reporting & Analysis: Prepare performance reports and attendance dashboards for management reviews.
  • Process Improvement: Implement team-level initiatives to enhance productivity, reduce attrition, and boost employee morale.
  • Compliance & Standards: Ensure strict adherence to company policies and client expectations.

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