Posted:2 weeks ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Team Leader BPO

Location:


Key Roles & Responsibilities:

  • team of 1020 Customer Support Executives

  • call quality, productivity, attendance, and adherence

  • AHT, TAT, QA scores, and customer satisfaction

  • daily team huddles, briefings, and performance feedback sessions

  • real-time floor support, call monitoring, and coaching

  • escalated customer issues

  • process adherence, compliance, and SOP implementation

  • daily, weekly, and monthly MIS reports

  • Quality, Training, HR, and Operations

  • training needs

  • shift rosters, leaves, and shrinkage control

  • new batch nesting and stabilization

  • team motivation, engagement, and retention


Desired Skills & Competencies:

  • BPO floor operations and Team Handling

  • communication, leadership, and people-management skills

  • target-driven and rotational shift environment

  • MS Excel & reporting tools

  • problem-solving and decision-making abilities


Candidate Requirements:

  • 1 year Team Handling Experience in BPO

  • join immediately

  • rotational shifts & week-offs

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