Team Lead

Teleperformance (TP)

2 - 7 years

3 - 4 Lacs

bengaluru

Posted:12 hours ago| Platform:

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Skills Required

team handling call center operations service level bpo operations kpi rostering tat ecommerce shrinkage shrinkage control aht attrition attrition management kpi analysis team motivation kra bpo operations management people management skills csat sla 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 high levels of customer satisfaction and service quality.
Oversee call center operations, including rostering, scheduling, and performance monitoring to optimize efficiency and productivity.
Develop and implement strategies to reduce shrinkage, attrition, AHT, CSAT, KPIs, TAT, and improve overall team handling skills.
Foster strong relationships with clients by providing exceptional service delivery and resolving any issues promptly.
Analyze key performance indicators (KPIs) such as AHT, CSAT, KPI analysis to identify areas for improvement.

Desired Candidate Profile

2-7 years of experience in BPO/Call Centre environment with expertise in eCommerce industry.
Strong people management skills with ability to lead cross-functional teams effectively.
Excellent communication skills with ability to handle multiple stakeholders simultaneously.
Proficiency in managing complex projects from initiation to completion while meeting tight deadlines.

Contact HR: Yamanur 9449900627

yamanurappa.kuri@teleperformancedibs.com

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