Teleperformance Team Lead Operations Interview Questions and Answers

Attrition and shrinkage are common terms used in operations management to explain the loss of employees and resources.

• Attrition refers to the natural reduction in staff numbers due to resignations, retirements, or terminations.

• Shrinkage refers to the loss of resources such as inventory, equipment, or funds due to theft, damage, or errors.

• Both attrition and shrinkage can have a negative impact on operational efficiency and profitability.

• Implementing strategies to reduce attrit...read more

My KPIs include improving operational efficiency, reducing costs, increasing customer satisfaction, and meeting SLAs.

• Improving operational efficiency through process optimization

• Reducing costs by identifying cost-saving opportunities

• Increasing customer satisfaction by improving service quality

• Meeting SLAs by ensuring timely delivery of services

I will drive performance by setting clear goals, providing regular feedback, offering training and development opportunities, and recognizing achievements.

• Set clear and achievable goals for team members

• Provide regular feedback on performance and areas for improvement

• Offer training and development opportunities to enhance skills

• Recognize and reward achievements to motivate team members

• Implement performance metrics to track progress and identify areas for improvement

NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) are two common metrics used to measure customer satisfaction in operations.

• NPS is calculated by subtracting the percentage of detractors (customers who are unhappy) from the percentage of promoters (customers who are happy). The formula is: NPS = % Promoters - % Detractors.

• CSAT is a metric that measures the overall satisfaction of customers with a specific interaction or experience. It is usually calculated by as...read more

BPO KPIs are key performance indicators used to measure the success of operations in a business process outsourcing company.

• BPO KPIs are metrics used to evaluate the performance of various operations within a BPO company.

• Examples of BPO KPIs include average handle time, first call resolution rate, customer satisfaction score, and agent utilization rate.

• These KPIs help BPO companies track and improve their operational efficiency and effectiveness.

• BPO KPIs are often used to set...read more