AM/TL - International Voice Operations - Hyderabad

5 - 12 years

6 - 11 Lacs

Posted:1 week ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Roles and Responsibilities:

  • Manage a team of customer service representatives to achieve high levels of CSAT, AHT, and SLA performance.
  • Conduct regular performance reviews and provide coaching to improve individual and team metrics such as shrinkage, attrition, KPIs, KRA's, TAT.
  • Develop strategies to reduce shrinkage rates by identifying root causes and implementing effective solutions.
  • Collaborate with stakeholders to set goals for the team and monitor progress towards achieving them.

Job Requirements:

  • 5-12 years of experience in BPO/Call Centre industry with expertise in performance management.
  • Strong understanding of CSAT, AHT, SLA management principles.
  • Excellent team handling skills with ability to manage multiple priorities simultaneously.

Interested candidate can share updated resume to brindha@gojobs.biz

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