TL Operations

Roles and Responsibilities

• Manage daily operations of the team, ensuring efficient handling of customer queries and issues.
  
• Oversee AHT (Average Handle Time) management to achieve optimal performance metrics.
  
• Implement strategies for attrition and shrinkage control to minimize employee turnover rates.
  
• Monitor CSAT (Customer Satisfaction) scores to identify areas for improvement in customer service delivery.
  
• Ensure compliance with SLA's (Service Level Agreements) set by the organization.
  

Desired Candidate Profile

• 3-8 years of experience in BPO/Call Centre environment, preferably in International Voice Process or similar roles.
  
• Strong understanding of Attrition, Shrinkage Control, CSAT, AHT concepts and their application in a call center setting.
  
• Excellent communication skills with ability to handle multiple priorities simultaneously.