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For Employers

Team Lead

Shining Stars Institution & travels

1 - 6 years

3 - 6 Lacs

bengaluru

Posted:18 hours ago| Platform:

Apply

Skills Required

bpo shrinkage attrition team lead escalations escalation management inbound customer service kpi seller support rostering key account management sla aht kam kra csat sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Hello Job Seekers,

Greetings from Shining Stars ITPL!!

Team Lead to oversee our operations in Bangalore.

Location: Bangalore

Budget - Upto 6 LPA

On Paper experience as a Team lead in any customer care process for at least 1 year into BPO is a must and the candidate should be fluent in HINDI .

Role and Responsibilities:

Oversee daily team operations and ensure productivity.
Monitor and evaluate key performance metrics, including shrinkage, attrition, Average Handle Time (
AHT
), and customer satisfaction (
CSAT
), implementing improvements as needed.
Provide coaching and support to team members to enhance their skills and performance.
Ensure achievement of team goals and objectives related to operational efficiency and quality.
Drive initiatives to improve CSAT and reduce AHT while maintaining service standards.
Prepare performance reports for man
agement review, highlighting key metrics and areas for improvement.
Collaborate with cross-functional teams to ensure seamless operations and effective communication.
Address and resolve any team-related challenges or issues, implementing corrective actions as necessary.
Ensure compliance with company policies, procedures, and industry regulations
.

What Were Looking For:

Bachelor's degree in a relevant field.
3+ years of experience in a BPO or customer service environment, with at least 1 years as a Team lead.
Candidates should have excellent written and verbal communication skills, along with strong presentation abilities.
Proficiency in MS Office applications (Word, Excel, Visio, PowerPoint) would be beneficial
Strong interpersonal skills and the ability to motivate and engage trainees.

How to Apply:

9026050432 (Fehmina)

Please allow us time to revert and request you to drop either a text or drop your resume over the same number.

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