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Team Lead Operation -Blended process

3 - 5 years

4 - 5 Lacs

Bengaluru

Posted:2 weeks ago| Platform: Naukri logo

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Skills Required

SLA Shrinkage CSAT Aht Attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary: We are looking for a proactive and experienced Team Lead to manage a blended process team (Email + non-voice) supporting a leading online food delivery platform. The ideal candidate will have strong leadership skills, a background in BPO operations, and the ability to manage both customer interactions and backend support efficiently. Key Responsibilities: Lead a team of agents handling both voice and non-voice (chat/email) customer interactions. Monitor team performance to ensure SLAs and KPIs are consistently met. Handle escalations and ensure timely resolution of customer issues. Conduct regular coaching, feedback, and performance evaluations. Ensure quality and compliance standards are maintained across all channels. Collaborate with QA, training, and workforce management teams. Generate and analyse reports to identify trends and areas for improvement. Foster a positive and productive team environment. Requirements: 23 years of BPO experience with at least 1 year in a team lead role. Experience in a blended process (voice + non-voice) is mandatory. Familiarity with food delivery or e-commerce platforms is a plus. Strong communication, analytical, and problem-solving skills. Proficiency in CRM tools, MS Excel, and reporting dashboards. Willingness to work in rotational shifts, including weekends and holidays.

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www.cogenthub.com

Outsourcing and Offshoring Consulting

London Kolkata

1001-5000 Employees

43 Jobs

    Key People

  • Jessica Lin

    CEO

  • Michael Chen

    CTO

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