Team Lead
4 days ago
Role Overview
We are seeking a dynamic and people-focused
Team Leader – Operations
with experience in I
nternational voice processes
. The role requires end-to-end ownership of team performance, customer experience, and process excellence across key operational metrics.
Key Responsibilities
- Drive
CSAT
improvement while minimizing
DSAT
through coaching and effective issue resolution. - Ensure adherence to
SLA
,
AHT
,
FCR
, and other contractual metrics. - Manage team
attrition
and
shrinkage
through proactive engagement and workforce planning. - Conduct
regular coaching, feedback sessions, and audits
to enhance performance quality. - Monitor and track
KPI/KRA
performance; publish reports and highlight gaps with action plans. - Handle
conflict resolution
within the team and act as the first point of escalation for customer issues. - Conduct
performance reviews, floor support, and motivational sessions
to maintain a high-performance culture. - Collaborate with Quality and Training teams to close knowledge/skill gaps.
Requirements
- 1–4 years of experience as a Team Leader
in international BPO
voice process
. - Strong track record in
people management, performance coaching, and conflict handling
. - Excellent knowledge of
operational metrics (AHT, SLA, FCR, CSAT/DSAT, shrinkage, attrition, audits, KPIs & KRAs)
. - Excellent communication, analytical, and problem-solving skills.
- Willingness to work in a
24×7 environment
(rotational shifts).
-
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