Team Leader

Role & responsibilities

• Manage daily operations of the contact center, ensuring efficient use of resources and meeting performance targets.
• Supervise a team of agents, providing guidance on customer service standards, product knowledge, and process adherence.
• Analyze key performance indicators (KPIs) such as AHT, Shrinkage, Attrition, KRA's etc. to identify areas for improvement.
• Develop strategies to reduce shrinkage and attrition rates through effective training programs and employee engagement initiatives.

Collaborate with other departments to resolve complex issues related to billing, sales, or technical support.

Candidate Criteria -

• 2-4 years of experience in BPO Operations Management or Contact Center Operations.
• Strong understanding of BPO management principles and practices.
• Excellent communication skills with ability to lead teams effectively.

Proficiency in analyzing data using tools like AHT analysis software.