Team Lead

Roles and Responsibilities

• Manage a team of agents to achieve sales targets through effective coaching, training, and performance evaluation.
  
• Develop and implement strategies to reduce shrinkage, attrition, and improve overall team productivity.
  
• Ensure timely resolution of customer complaints and maintain high levels of CSAT (Customer Satisfaction).
  
• Monitor KPIs such as AHT, TAT, SLA, KPI, and KRA to optimize BPO operations for e-commerce clients.
  
• Collaborate with cross-functional teams to drive business growth through innovative solutions.
  

Desired Candidate Profile

• 4-9 years of experience in BPO industry with expertise in team handling, team coaching, and team motivation.
  
• Proven track record in reducing shrinkage rates by implementing effective retention strategies.
  
• Strong understanding of BPO operations management principles including rostering, attrition control, productivity improvement initiatives.