Team Lead international process
2 days ago
Roles and Responsibilities
- Manage a team of agents to achieve daily targets, ensuring excellent customer service and high CSAT scores.
- Oversee the entire process from intake to resolution, identifying areas for improvement and implementing changes as needed.
- Develop and maintain effective communication channels with internal stakeholders, including supervisors, managers, and other teams.
- Analyze performance metrics such as AHT, SLA management, KPIs, shrinkage control, attrition rates, TAT (Turnaround Time), rostering schedules to optimize team efficiency.
- Provide coaching sessions to team members on people management skills, conflict resolution techniques, and process improvements.
Desired Candidate Profile
- 2-7 years of experience in an international call center environment with expertise in handling US processes.
- Strong understanding of BPO operations management principles with ability to manage multiple priorities simultaneously.
- Excellent leadership skills with experience in leading teams towards achieving goals while maintaining high levels of quality assurance.
Contact HR: Yamanur K
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