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Team Lead

Shining Stars Institution & travels

3 - 5 years

3 - 5 Lacs

Gurugram Delhi / ncr

Posted:2 days ago| Platform:

Apply

Skills Required

team handling bpo attrition control service level bpo operations kpi lead operations rostering tat sla telecommunication shrinkage shrinkage control aht attrition team lead kra csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Hello Job Seekers,

Greetings from Shining Stars ITPL!

Team Lead BPO

Job Title

Location:

Experience

Key Responsibilities:

Manage day-to-day operations of a team of customer support executives
Monitor team performance against KPIs, SLAs, productivity, and quality metrics
Conduct regular team huddles, performance reviews, and feedback sessions
Handle escalations and ensure timely resolution of customer issues
Coach, mentor, and develop team members to improve performance
Prepare and share daily/weekly/monthly performance reports with management
Ensure adherence to company policies, processes, and compliance standards
Coordinate with QA, Training, and Operations teams to improve overall performance

Required Skills & Qualifications:

Graduate in any discipline
Minimum 1 years of experience as a Team Lead in BPO/Call Center
Strong leadership, communication, and interpersonal skills
Good understanding of customer service processes and metrics
Ability to handle pressure and manage multiple priorities
Working knowledge of MS Excel and reporting tools

Interested candidates can apply by sharing their updated CV o the whatsapp number given below:

9026050432

Fehmina Siddiqui

Specialist- HR

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