Team Lead | Customer Experience Centre | Inbound Voice Process | Thane

Kotak Mahindra Bank

3 - 8 years

4 - 6 Lacs

Thane

Posted:1 week ago| Platform:

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Skills Required

Team Lead Operations Team Management Team Handling domestic Team Leader Bpo Operations Shrinkage Attrition Team leader TL Team Leading SLA Management People Management Floor Management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Manage a team of customer service representatives to deliver exceptional customer experiences.
Oversee daily operations, ensuring adherence to SLAs and KPIs while maintaining high levels of productivity.
Develop and implement strategies to reduce shrinkage, attrition, and improve overall team performance.
Collaborate with other departments (e.g., training, HR) to resolve issues and drive continuous improvement initiatives.
Ensure effective floor management by monitoring agent activity reports, identifying trends, and taking corrective actions.

Desired Candidate Profile

3-8 years of experience in BPO operations or similar industry as a Team Leader or Supervisor.
Strong people management skills with ability to lead cross-functional teams effectively.
Excellent communication skills for effective collaboration with stakeholders at all levels.
Proven track record of driving results through process improvements and cost reduction initiatives.

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