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Team Leader
2 weeks ago
Key Responsibilities
- Lead, motivate, and manage a team of agents to achieve defined KPIs.
- Monitor team performance in terms of Attrition, Shrinkage, AHT, Quality, and Productivity.
- Conduct daily briefings, allocate tasks, and ensure adherence to process compliance.
- Drive performance improvement plans for underperforming team members.
- Prepare and share daily, weekly, and monthly performance reports with management.
- Act as the first point of escalation for team-related issues and customer concerns.
- Ensure high employee engagement, retention, and effective grievance handling.
- Collaborate with operations managers to align team performance with business goals.
Skills & Qualifications
- Graduate in any discipline (mandatory).
- Minimum 1 year of documented Team Leader experience in BPO/Contact Center.
- Proficiency in Kannada with good communication in English.
- Strong understanding of Team Leader KRAs – Attrition, Shrinkage, AHT, and other key metrics.
- Excellent people management and coaching skills.
- Strong analytical, problem-solving, and decision-making ability.
- Ability to work in a fast-paced environment with day shift and rotational offs.
Job Type: Full-time
Pay: ₹27, ₹28,000.00 per month
