
Team Lead
1 day ago
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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