653 Shrinkage Jobs - Page 4

Key Responsibilities: Supervise and mentor a team of customer service executives handling inbound calls. Manage team performance through regular feedback, coaching, and performance reviews. Ensure effective rostering and shift management for optimal coverage. Ensure prompt, courteous, and accurate responses to all customer inquiries. Monitor calls to ensure quality and adherence to customer service standards. Handle escalated calls and resolve complex customer issues efficiently. Monitor daily service levels and call metrics (AHT, CSAT, FCR, etc.) Analyze call trends and provide insights to improve process efficiency. Ensure adherence to standard operating procedures (SOPs) and compliance policies. Identify training needs and assist in delivering training sessions. Drive continuous learning and skill development within the team. Prepare daily/weekly/monthly performance reports. Share actionable insights with management to improve customer service operations Qualifications: Bachelors degree in business, marketing, or a related field (or equivalent experience). 5+ years of customer service experience, with at least 3 year in a leadership or supervisory role. Strong leadership and people management skills Excellent communication and interpersonal skills Problem-solving and conflict resolution abilities Proficiency in CRM tools and call center technologies Analytical mindset with data-driven decision-making Preferred Qualifications: Experience in a specific industry related to the company products or services. Knowledge of customer service techniques and methodologies. Compensation and Benefits: Competitive base salary plus performance-based incentives. Health insurance , Unlimited Incentives. How to Apply Interested candidates can share their updated CV at himanshiverma@policybazaar.com or WhatsApp at 9069719390 Along with the following details Total Experience Current CTC Expected CTC Notice Period Team Size Age Reason for Change Current Location

Good knowledge in Visual Inspection & Gauge Inspection. Ability to identy defects in Plastic Injection & Blow Moulding Shrinkage, Sinkmark, Excess.Material Damage, & Scratch mark. Knowledge in handling measuring Instruments.

MUST 2yr BPO Operations Manager ON PAPER EXCLUDING AM/DM EXP 5+ YRS DOMESTIC OUTBOUND SALES PROCESS EXP INSURANCE SALES (No vacany for international or CS) SLA/ Attrition/Shrinkage Immediate joiners ONLY Whatsapp cv Amit 8178259405 /Neha 8287267407 Required Candidate profile Must Grad WFO NOIDA/Lucknow /KOLKATA/Bangalore/Mumbai/ Pune Only MUST should have 2yr BPO Manager on paper from Dom OB sales process Need Dom OB Sales Exp Only Perks and benefits Salary no constraint for suitable candidate

Assistant Manager Operation Dom CS Voice Process Min 6 Yrs exp, 2yrs AM on paper SLA, AHT, Attrition, Shrinkage,CSAT GRADUATE Work from Office-Lucknow only not for Delhi/NCR neither Kolkata ..Apply those who can relocate in Lucknow Required Candidate profile Work from Office-Lucknow only not for Delhi/NCR neither Kolkata and ..Apply those who can relocate in Lucknow Call/WhatsApp cv to Neha 8287267407 Amit 8851792136

Total 5 yrs out of this 2yr TL exp ON PAPER, max CTC 5LPA Inbound Customer Support Voice Process DOMESTIC SLA, AHT, Attrition, Shrinkage, CSAT, Quality Immediate Joiner Graduate Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile Work From Office-Lucknow only not for Delhi/NCR and Noida,Apply those who can relocate in Lucknow Perks and benefits PF & ESIC plus Good Leave policy

Hi Job Seekers We have an opportunity for the role of Assistant Manager Role in Lucknow for domestic Voice Process. Job Title: Assistant Manager Operations (E-commerce Voice Process) Location: Lucknow, Uttar Pradesh Industry: BPO / Customer Service (E-commerce Voice Support) Work Mode: Work from Office (Relocation assistance not provided) Employment Type: Full-Time, Permanent Open for PAN India Candidates willing to relocate to Lucknow About the Company We are a leading BPO partner for India’s top-tier e-commerce platforms. Known for operational excellence and customer-centric solutions, we deliver high-quality voice support across the country. To strengthen our growing team in Lucknow, we are looking for an experienced and dynamic Assistant Manager – Operations with a proven track record in managing large teams in the BPO and e-commerce voice process domain . Role Overview As an Assistant Manager – Operations , you will be responsible for driving team performance, enhancing operational workflows, and delivering excellent customer service across voice-based processes. You will be the bridge between leadership and the support floor, focusing on KPIs, compliance, team morale, and escalation management. Key Responsibilities Lead and manage voice-based customer service operations for an e-commerce process Drive SLA compliance across AHT, CSAT, FCR, and Quality metrics Manage a team of TLs, QAs, and CSRs to ensure consistent performance Conduct team reviews, performance appraisals, and development planning Manage shift schedules, rosters, and real-time floor operations Handle client communication and escalations effectively Identify operational gaps and implement continuous improvement initiatives Work closely with cross-functional departments (HR, QA, Training, WFM) Generate and share detailed reports with stakeholders and senior leadership Eligibility Criteria Minimum 5 years of experience in the BPO industry , specifically in customer service At least 2 years of relevant experience in an Assistant Manager role or similar capacity Must have handled voice-based e-commerce customer support processes Graduation in any stream is mandatory Excellent English communication, team leadership, and analytical skills Willingness to work in rotational shifts (6 days working) Immediate joiners or candidates with a notice period of less than 15 days preferred Compensation Annual Salary: Up to 5.5 LPA (based on current CTC and relevant experience) Quarterly Performance Bonus as per company policy Opportunity to work with one of India’s fastest-growing e-commerce support partners Interview Mode: Virtual Relocation: Candidates from PAN India are welcome (no WFH option) How to Apply Interested and eligible candidates can share their updated resume on WhatsApp with Homa at 9696714723 (If unavailable, kindly leave a message with the subject line: AM Lucknow – E-commerce Voice .) Stay Updated on More Openings WhatsApp Hiring Channel: https://whatsapp.com/channel/0029VaLXmHBEKyZFIm6giY0 #AssistantManagerJobs #BPOJobs #EcommerceSupport #VoiceProcess #LucknowHiring #CustomerServiceCareers #AMHiring #SeniorOperations #TeamHandling #PanIndiaHiring #ApplyNow #NaukriHiring #LeadershipRole #OperationsManager #VoiceSupportJobs

BPO International Tech Support Voice process,1.5year as a Team Leader on paper * Rotational Shifts *Manage team *Knows performance metrics *Motivates team If Tech Support exp then Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile *Graduation Mandatory. *Works with team spirit to achieve customer satisfaction *Mentors team *We pick calls immediately! *Dont miss right opportunity!

4 years in BPO International Customer Voice process,1 year as a Team Leader on the paper * Rotational Shifts *Manage team of 7-14 *Knows performance metrics *Motivates team Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile *Graduation Mandatory. *Works with team spirit to achieve customer satisfaction *Mentors team *We pick calls immediately! *Dont miss right opportunity!

The person will be responsible for Monitoring, Feedback & Coaching team members on the floor Deliver SLA & KPI Manage team of 15 Inbound operator Attrition, Shrinkage, Roaster management if interested call Deepti 9235457455 Regards Deepti 9235457455

*Knows KPI Attrition , Shrinkage ,CSAT, AHT, SLA Must 1 year as a Team Leader on the paper frm International Customer support voice process then ONLY Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile *Graduation Mandatory. *Works with team spirit to achieve customer satisfaction *Mentors team *We pick calls immediately! *Dont miss right opportunity!

Workforce Management (Process Manager) India- Chandigarh | Full-time (FT) | Customer Operations | Job ID _ Shift Timings - Flexible (24*7) || Travel Requirements - NA Specialism Customer Operations This role will be an essential part of the WFM Program in the Customer Operations Vertical. Candidate should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. Candidate needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary. The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. Candidate must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Those who have a basic knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyse information and evaluate results to choose the best solution and solve problems and can multi-task are preferred. WFM Role: - Interaction with Techs in the field to provide them with real-time support - Checking status of services on account in diagnostic tools - Good Knowledge of agent scheduling and on floor staffing activity planning - Should be able to coordinate with operations Managers and Leads - Communicate effectively and close looping with the client in case of observations - Updating status in internal as well as client tools - Meet process expectations with high-quality standards and adherence to SLAs - Candidate shall adhere to the information security requirements WFM Process: - Should have min. 4/8/10 (APM/ PM/ SPM) years of experience in Work Force Management and MIS. - Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage - Sense of ownership to complete the task satisfactorily - Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. - Keep a track of all technicians with regards to the jobs assigned to them - Prepare Agent schedules and Daily adherence plans - Prepare various Ops production reports - Perform RTM role independently - Manage Breaks and Resource availability on floor - Audit work orders for accuracy and make corrections if required - Check for signal levels on all equipment and certify jobs as completed - Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment - Fill up the complete report and share with the APM/PM daily - Collate and share information for all appointments that are cancelled Minimum Qualifications - Any Graduate with the minimum of 6 months of experience can apply for this post except for B.E, B.Tech, M.E, M.tech, MSc. B.Pharm and MBBS candidates who are not eligible for this post Preferred Qualifications - Basic knowledge of computer and/or telecom technology eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities transforming everyday touchpoints into a superior customer experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

International Chat + Retail experience is MUST 5+ yrs exp (1 yr TL) | 6–8.5 LPA 7+yrs exp (2 yrs as TL) | 9–12.5 LPA 10+ yrs exp (2+ yr as Managaer) | 13–18.5 LPA Graduate US shift Both side Cab Contact@7289094130 / yashika.imaginator@gmail.com Required Candidate profile Mandate Exp: International Chat + Retail experience CSAT, Attrition, Shrinkage, KPI, KRA, Performance Matrix Need Excellent Communication Skills

Maatrum is India's first Online Real Estate Title Verification Company powered by technology. Established as a Real-Estate technology company in April 2015 in the Registrar of Companies in Chennai under the Companies Act 2013. Our team of real estate lawyers utilizes our robust and proprietary technology platform to procure real estate documents directly from government databases. Our software helps them create accurate reports faster than ever before. Role & responsibilities Responsible for driving the day-to-day operations to deliver high-quality services. Manage operations team (paralegal team) Coordinate and collaborate closely with the legal team (lawyers) Give inputs to the technology team to improve the software further Adhere to client requirements to ensure KPIs are met: Ensure the operations teams are aligned on the KPIs committed to the customer. Understand the current KRA and KPIs set for the paralegal team. Improve the same. Understand the current product, the mode of delivery, and the process used. Improve the process to maximize the efficiency/productivity of the operations team. www.maatrum.com Understand the current organizational structure of the operations team & the quality of talent/skills available. Improve on the same. Understand the training needs of the team. Real-time queue monitoring for chats/emails and managing it to meet the Targets. Also, monitoring the queue for any spike in the volume or any critical issues on the production floor so as to communicate to the client's internal management. Actively participate in the Weekly Operations Call with Manager & Operations Head to discuss the achieved target for the week/month and the root cause of the failures as well as the action plan to minimize them. Act as a people manager to drive culture, and emphasize engagement and retention initiatives on the floor. Ensure the team is well motivated. Plan and implement a training calendar for continuous improvement and up-skilling. Create a robust performance management system to reward the top performers and also to identify those who need support. Play a key role in hiring to ensure the quality of talent continues to improve Taking care of performance management by identifying improvement opportunities, providing effective feedback, coaching, training, and stimulating the career advancement of the team members within the project or lateral movement Motivate the team members and distribute the task equally among the team members. Monitor and Audit emails & chat responses of each individual of the team and coach them to enhance their knowledge and skills. Ensure the attrition rate is within the acceptable limits and work towards zero attrition. Preferred candidate profile Excellent written and verbal communication skills in English and regional Language Very strong people person with excellent interpersonal skills Tech-savvy

Role & responsibilities Work Experience Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience managing Chat / Voice operations. Language & Communication Ability to effectively communicate his/her thoughts in a well-organized manner. Should have good communication skills in English Preferred Competencies The Client is a key player in the telecommunications and media landscape, known for its comprehensive range of services, commitment to innovation, and dedication to corporate social responsibility in North America. We are looking for dynamic team leaders that fit the below competencies and are expected: To motivate, develop and mentor team members in a dynamically changing environment Track and monitor KPIs as per Project requirement Assist in scheduling and coordinating team activities Answer operations related queries from the client and internal stakeholders Drive process performance to achieve and exceed SLA deliverable To create a conducive and stimulating environment for the teams to accomplish their goals Manage expectations of his team members and proactively should be able to sense their needs Represent the organization and participate in client visits and reviews Accountable of team and process performance Good communication and Email writing skills Provide inputs on process changes and best practices Process management Eligibility Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience. Chat process experience required.

Job Title: Assistant Manager, International Process (German Language Support) Location: [Gurgaon] Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment Job Summary: We are seeking an experienced and dynamic Assistant Manager with proficiency in the German language and a strong background in managing international customer support operations. The ideal candidate will lead a team of 35-40 members, driving performance and productivity while maintaining high standards of customer satisfaction. Key Responsibilities: Lead and manage a team of 35 - 40 team members in an international voice or non-voice process. Drive performance metrics including productivity, quality, shrinkage, attrition , and AHT targets based on tenure buckets. Handle escalations and provide strong floor support during operations. Conduct weekly monitoring , feedback , and coaching sessions to enhance team performance. Guide and mentor new team members through coaching and on-the-job training. Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction). Perform TNI (Training Needs Identification) and bridge process gaps effectively. Ensure that IC (Individual Contributor) targets are met by the team. Utilize MS Excel and other basic computer tools to generate and track reports. Required Skills & Qualifications: Proficiency in the German language (spoken and written) mandatory. Prior experience in international process handling – required. Proven experience in team handling , including the ability to manage and develop team members and subordinates. Strong supervisory skills with the ability to inspire and drive performance. Excellent written and verbal communication skills in English . Well-organized, methodical, and detail-oriented. Proficient with basic computer operations and MS Excel . Additional Requirements: Flexible to work in a 24x7 shift environment . Willingness to work from office ( WFO ). Preferred Experience: 2–5+ years of experience in team-leading roles within an international BPO/KPO environment. Background in German customer support or German-speaking client management is highly advantageous. Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills! Please share your resume on sonam.singh1@igtsolutions.com

Job Title: Team Leader International Process (German Language Support) Location: [Gurgaon] Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment Job Summary: We are seeking an experienced and dynamic Team Leader with proficiency in German language and a strong background in managing international customer support operations. The ideal candidate will lead a team of 1520 members, driving performance and productivity while maintaining high standards of customer satisfaction. Key Responsibilities: Lead and manage a team of 1520 team members in an international voice or non-voice process. Drive performance metrics including productivity, quality, shrinkage, attrition , and AHT targets based on tenure buckets. Handle escalations and provide strong floor support during operations. Conduct weekly monitoring , feedback , and coaching sessions to enhance team performance. Guide and mentor new team members through coaching and on-the-job training. Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction). Perform TNI (Training Needs Identification) and bridge process gaps effectively. Ensure that IC (Individual Contributor) targets are met by the team. Utilize MS Excel and other basic computer tools to generate and track reports. Required Skills & Qualifications: Proficiency in the German language (spoken and written) – mandatory. Prior experience in international process handling – required. Proven experience in team handling , including the ability to manage and develop team members and subordinates. Strong supervisory skills with the ability to inspire and drive performance. Excellent written and verbal communication skills in English . Well-organized, methodical, and detail-oriented. Proficient with basic computer operations and MS Excel . Additional Requirements: Flexible to work in a 24x7 shift environment . Willingness to work from office ( WFO ). Preferred Experience: 2–5+ years of experience in team-leading roles within an international BPO/KPO environment. Background in German customer support or German-speaking client management is highly advantageous. Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills! Please share your resume on sonam.singh1@igtsolutions.com

Customer Service Chat – Gurugram International Chat + Retail exp is mandatory Min 5+ yes exp in chat (Retail domain) rotational shifts 5 days CSAT, Attrition, Shrinkage, KPI, KRA, Performance Matrix Required Candidate profile please share resume at garimaimaginators@gmail.com Garima-8383973628

Job Description- TEAM MANAGER -PEX Drive continuous improvement culture through training, coordination and implementation of principles of Lean/Six Sigma in day-to-day operations in KPO/BPO Drive continuous improvement projects as a project lead parallelly with operations/delivery/client Well versed with basic and advance project management methodologies and problem-solving techniques AHT / TMS / agent variation analysis / level loading / WFM insights Designing and maintaining quality frameworks, including SLA and KPI adherence Process mapping (‘As-Is’ and ‘To-Be’) Prepare business cases, project charters, Automation Assessments (RPA), Business Requirement Documents, (BRD) and use cases Participate in exploring solutions for problems and process bottlenecks Actively contributes to change implementation initiatives on the floor Reports issues related to problems/opportunities to transformation leaders Play pivotal role in executing transformation governance model to build the continuous improvement culture Profile of Desired Candidate Must be certified Green Belt from a reputed certifying body/organization (e.g. ASQ or equivalent) with excellent command in Lean/Six Sigma methodology Must have excellent analytical, presentation & communication skill Should be a self-starter, Individual contributor (IC) Experience 7+ years, Process excellence or Operational excellence, Domain- F&A, Certification- Lean Six Sigma Green Belt Industry Type- BPO/Digital Operations Education UG - Any Graduate - Any Specialization PG - Any Postgraduate Job Environment: Full-time position working from the office Flexible with shifts

Roles and Responsibilities Manage a team of sales professionals to achieve targets in credit card sales, insurance, and other financial products. Develop and implement strategies to reduce shrinkage and attrition rates within the team. Conduct regular performance reviews and provide feedback to team members to improve their skills and productivity. Collaborate with cross-functional teams to resolve customer complaints and enhance overall customer satisfaction. Analyze market trends, competitor activity, and industry developments to identify opportunities for growth. Desired Candidate Profile 1-6 years of experience in BFSI sector or related field (credit card sales, insurance). Strong understanding of SHRINKAGE & ATTRITION management principles. Excellent team handling skills with ability to motivate and guide team members towards achieving goals. Proficiency in analyzing data from various sources (e.g., CRM systems) to inform business decisions.

Designation: Operations Team Lead Location: Noida 5 Days Working Minimum 1 year of experience required in Team Handling with International Process Experience Package upto : 6.5 LPA for more info please call at 8076563944

Key Accountabilities/Responsibilities The most important end-results for which an incumbent would be held responsible at the end of the year. Setting the floor Plannogram Communication - To ensure availability of updated and approved Planogram Floor presentation compliance Ensuring merchandise is stacked properly for customers at all times Communicating, maintaining and replenishing the VM Plan. Interface with house keeping and maintenance Manpower Planning Making schedule and allocating manpower. (Using customer assistance requirement and CE pattern as bases) Ensuring manpower availability on the floor and cash tills at all times Leave plan creation and sanctioned Comp. Off control. No comp off to be taken after 15 days Scheduling breaks Compliance Manpower movement is checked twice a day Inventory Management Track top five styles in every sub department Methods of exposing the top 5 styles Records results PICS Setting and achieving the sales objectives Focus on maximization of Private brands sales. Converting value into Unit targets Developing sales plan to achieve the targets Communicating the plan and targets Monitoring of the targets Feedback to Merchandisers Ensuring picking accuracy and timeline for online orders Increasing Loyalty Base Maximizing the first citizen enrollments Push maximum number of app downloads in the store. Customer Care Customer assistance management Seeking feedback actively Active interface with the customers and detailed feedbacks to be taken for ares of improvement. Omni Chanel - Smooth exchanges/returns for a hassle free after sale experience. Product Knowledge To ensure all CCAs are trained in basic product knowledge and fashin guide test. Reviews continuously. New product information communication to all CCAs Training team members on mobile app usage and features (FAB). Team Management Motivating CCAs Focus the team to achieve targets Identifying developmental needs Training the team Competition Survey Check new trends and benchmark competition vis--vis SS. Shrinkage control Identify most pilfered categories and set up systems to reduce the pilferage

Leading BPO in Mumbai(Malad) Hiring For Team Leader/Assistant Manager International Process CTC UPTO 8LPA Require min 1 Year as Team Leader Experience in International BPO Strong in Operations Matrices like Attrition, Shrinkage, CSAT Shifts 24*7 Call 8467054123 or mail CV at simmi@hiresquad.in The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability Description Essential Functions/Core Responsibilities • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment • Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations • Communicate expectations to employees and provide timely updates • Provide subject matter expertise in handling escalated customer calls as needed • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities • Stay current on internal work processes, policies and procedures. Attend required manager development training Preferred candidate profile Must be Working as Team Leader in International BPO Must have Good Communication Skills Experience in Voice Process Perks and benefits Good Incentives Interested candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Leading BPO in Gurgaon Hiring For Team Leader/Assistant Manager Service Desk Process International Chat Process CTC UPTO 9.5 LPA Require min 1 Year as Team Leader Experience in International BPO Strong in Operations Matrices like Attrition, Shrinkage, CSAT Shifts 24*7 Call 8467054123 or mail CV at simmi@hiresquad.in The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability Description Essential Functions/Core Responsibilities • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment • Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations • Communicate expectations to employees and provide timely updates • Provide subject matter expertise in handling escalated customer calls as needed • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities • Stay current on internal work processes, policies and procedures. Attend required manager development training Preferred candidate profile Must be Working as Team Leader in International BPO Must have Good Communication Skills Experience in Voice Process Perks and benefits Good Incentives Interested candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Customer Service Chat International Chat + Retail experience is MUST L10: 5+ yrs exp (1 yr TL) | 6–8.5 LPA L9: 7–10 yrs exp (2 yrs as TL) | 9–12.5 LPA L8: 9–12 yrs exp (3 yrs as TL) | 13–18.5 LPA Shift: 24x7 Required Candidate profile Mandate Exp: International Chat + Retail experience CSAT, Attrition, Shrinkage, KPI, KRA, Performance Matrix shwetaa.imaginators@gmail.com shweta- 9999309521

Role & responsibilities • Lead a team of 15-20 analysts, drive SLA/KPI adherence, and support delivery excellence • Serve as client-facing SPOC and manage updates, requests, and escalations • Monitor performance, conduct regular coaching, and implement feedback mechanisms • Ensure compliance, risk management, and process improvement initiatives • Maintain real-time communication with clients, internal teams, and stakeholders . Preferred candidate profile • People management and delivery ownership • Client and stakeholder communication • SLA/KPI tracking and escalation handling • MS Excel & PowerPoint proficiency • Coaching and performance monitoring 2-4 years of experience in people management or leadership roles within the BPO industry.(on paper) NOTE - Candidate should be comfortable in Night shift , One way Cab service will be provided. Interested candidates can drop your CV on this number "9740514063"