Team Lead

1 day ago


Noida, Uttar Pradesh, India Kotak Mahindra Bank Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Roles and Responsibilities

  • Manage a team of customer service representatives to deliver exceptional customer experiences.
  • Oversee daily operations, ensuring adherence to SLAs and KPIs while maintaining high levels of productivity.
  • Develop and implement strategies to reduce shrinkage, attrition, and improve overall team performance.
  • Collaborate with other departments (e.g., training, HR) to resolve issues and drive continuous improvement initiatives.
  • Ensure effective floor management by monitoring agent activity reports, identifying trends, and taking corrective actions.

Desired Candidate Profile

  • 3-8 years of experience in BPO operations or similar industry as a Team Leader or Supervisor.
  • Strong people management skills with ability to lead cross-functional teams effectively.
  • Excellent communication skills for effective collaboration with stakeholders at all levels.
  • Proven track record of driving results through process improvements and cost reduction initiatives.

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