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IGT Solutions
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Team Leader - Operations || International Travel Process

Team Leader - Operations || International Travel Process

2 - 8 years

|

2 - 8 Lacs

pune maharashtra india

Posted:1 week ago| Platform: Foundit logo

Apply

Skills Required

operations attrition international voice process team management shrinkage

Work Mode

On-site

Job Type

Full Time

Job Description

Key Deliverables:

Lead a team of 1520 agents to meet productivity, quality, shrinkage, and attrition targets
Analyze team performance and ensure adherence to SLAs and customer satisfaction goals
Provide coaching, training, and feedback to team members
Handle live escalations and floor support in a 24/7 environment

Role Responsibilities:

Drive performance metrics including IC targets and AHT across tenure buckets
Recommend and implement process improvements to enhance efficiency
Conduct regular TNAs to bridge knowledge or skill gaps
Prepare and analyze performance reports to identify improvement areas

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