Team Lead international process

Teleperformance (TP)

2 - 7 years

3 - 5 Lacs

kolkata

Posted:1 week ago| Platform:

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Skills Required

shrinkage aht attrition team leading international bpo team handling call center operations bpo operations kpi rostering tat sla shrinkage control us process team coaching kra bpo operations management people management skills csat sla management floor management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Manage a team of agents to achieve daily targets, ensuring excellent customer service and high CSAT scores.
Oversee the entire process from intake to resolution, identifying areas for improvement and implementing changes as needed.
Develop and maintain effective communication channels with internal stakeholders, including supervisors, managers, and other teams.
Analyze performance metrics such as AHT, SLA management, KPIs, shrinkage control, attrition rates, TAT (Turnaround Time), rostering schedules to optimize team efficiency.
Provide coaching sessions to team members on people management skills, conflict resolution techniques, and process improvements.

Desired Candidate Profile

2-7 years of experience in an international call center environment with expertise in handling US processes.
Strong understanding of BPO operations management principles with ability to manage multiple priorities simultaneously.
Excellent leadership skills with experience in leading teams towards achieving goals while maintaining high levels of quality assurance.

Contact HR: Yamanur K 9449900627

yamanurappa.kuri@teleperformancedibs.com

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