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Inspiration Manpower Consultancy
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SME / Team Lead / Senior Associate / Shrinkage / Sr Team Lead / BPO /

SME / Team Lead / Senior Associate / Shrinkage / Sr Team Lead / BPO /

Inspiration Manpower Consultancy

2 - 7 years

3 - 8 Lacs

bengaluru

Posted:6 hours ago| Platform:

Apply

Skills Required

team handling team lead customer care us process solving query team management bpo us mortgage shrinkage attrition team coaching team leading international process sla management csat voice international voice process international bpo uk process international calling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Department:

Job Summary:

Team Leader

Key Responsibilities:

Lead, supervise, and support a team of 10 customer service associates in delivering excellent service across voice processes.
Monitor team performance through KPIs such as AHT, FCR, CSAT, QA scores, etc.
Conduct regular team meetings, coaching, one-on-ones, and performance reviews.
Drive daily, weekly, and monthly operational metrics and ensure SLA adherence.
Handle escalated customer issues and resolve them efficiently.
Coordinate with QA, Training, and Workforce Management to ensure smooth operations.
Prepare performance reports and share updates with operations management.
Identify process gaps and recommend improvements.
Motivate team members and foster a positive work environment.

Key Skills & Competencies:

Strong leadership and team management skills.
Excellent communication skills both verbal and written.
Analytical mindset with the ability to work with performance metrics.
Proficiency in CRM tools, MS Excel, and reporting dashboards.
Ability to handle pressure and manage shifts/rotational work hours.
Customer-focused with a problem-solving attitude.

Qualifications:

Graduate in any stream (preferred).
110 years of total BPO experience with at least
1 year in a team lead role
.

Experience in voice process.

Aditya : 9686682465 / 7022984418 / 7259027295 / 9686454871 / 9900073501 / 7760984460

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