Team Lead

Teleperformance (TP)

3 - 8 years

2 - 4 Lacs

Mohali Chandigarh

Posted:5 hours ago| Platform:

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Skills Required

KPI SLA Shrinkage CSAT Attrition Team Handling KPI Monitoring TAT Rostering Team Leading KRA Aht

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Oversee rostering process to optimize resource allocation and minimize shrinkage.
Conduct KPI monitoring and CSAT analysis to identify areas for improvement.
Manage team performance, ensuring targets are met within SLA guidelines.
Ensure timely completion of tasks by setting deadlines and tracking progress against them.
Develop strategies to reduce attrition rates through effective team handling practices.

Desired Candidate Profile

3-8 years of experience in BPO/Call Centre In which 1 year of experience as a Team leader with a focus on customer service .

Strong understanding of KPIs such as AHT, KRA, TAT, and CSAT.
Excellent leadership skills with ability to manage teams effectively.

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