Team Lead

2 - 4 years

2 - 4 Lacs

Posted:6 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Roles and Responsibilities

  • Manage daily operations of the team, ensuring efficient handling of customer queries and issues.
  • Oversee shrinkage and attrition management to minimize losses and improve employee retention.
  • Handle escalated cases from Level 1 agents, providing guidance on resolution strategies.
  • Coordinate with other teams to resolve complex issues that require cross-functional collaboration.
  • Monitor key performance indicators (KPIs) such as AHT, Shrinkage, Attrition, CSat, Dsat etc. to optimize team performance.

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