Team Lead / Team Manager
- Alorica
- 4 - 9 years
- Bengaluru
- 3 months ago
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Job Description
Job Title: Team Lead / Team Manager
Location: Alorica India, Bangalore
Job Type: Full-time (Rotational Shifts & Rotational Week-offs)
Job Summary:
We are looking for an experienced Team Lead/Team Manager to oversee a Voice Process in a BPO operations environment. The ideal candidate should have a strong background in managing customer service teams, driving operational KPIs, and ensuring an excellent customer experience.
Key Responsibilities:
- Team Management: Supervise and mentor a team of 15 customer service agents to ensure high performance.
- Performance Monitoring: Track and improve key metrics like NPS (Net Promoter Score), AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution).
- Quality & Compliance: Ensure adherence to industry regulations and maintain compliance with company policies.
- Process Improvement: Identify gaps, implement process improvements, and enhance operational efficiency.
- Coaching & Development: Conduct regular coaching sessions, feedback discussions, and performance evaluations.
- Escalation Handling: Address customer complaints effectively and support agents in resolving complex queries.
Key Requirements:
- Experience: Minimum 1 year of experience as a Team Lead handling in a BPO environment.
- Industry Knowledge: Strong understanding of customer service KPI.
- Leadership Skills: Ability to motivate, guide, and manage a team to achieve operational goals.
- Communication Skills: Excellent verbal and written English communication skills.
- Flexibility: Willing to work in rotational shifts and rotational week-offs.
- Immediate Joiners Preferred
Compensation & Benefits:
- Competitive salary package
- Night shift allowance (if applicable)
- Performance incentives based on team KPIs
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: AloricaLocation(s): Bengaluru
Keyskills: Voice Process Team Management Bpo Customer Service Shrinkage CSAT AHT
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