Team Lead
- Top B2b Mnc
- 4 - 9 years
- Hyderabad
- 2 months ago
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Job Description
Resume: Ta***a@wi******o.com | Call: 88970 21143
Job Description:
We are seeking an experienced Team Leader to oversee day-to-day operations in our BPO/KPO environment. The ideal candidate will be responsible for driving team performance, managing key metrics such as Attrition, Shrinkage, AHT (Average Handle Time), CSAT, and SLA compliance, and ensuring high levels of employee engagement and client satisfaction.
Key Responsibilities:
- Lead and manage a team of associates to achieve defined KPIs.
- Monitor and control Attrition, Shrinkage, and ensure optimal resource utilization.
- Track and improve AHT, FCR (First Call Resolution), and quality scores.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Collaborate with operations and HR to address performance and behavioral issues.
- Prepare and analyze reports on operational performance and present insights to management.
Key Skills:
- Strong command over operational metrics like Attrition, Shrinkage, AHT, CSAT, and Productivity.
- Leadership and people management skills.
- Excellent communication and conflict resolution abilities.
- Experience with CRM/ticketing tools and reporting systems.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: Top B2b MncLocation(s): Hyderabad
Keyskills: Banking Operations Shrinkage Customer Service Operations Customer Support Operations Attrition CSAT SLA Management Aht Customer Operations Operations Management
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