Team Leader-Operations

Roles and Responsibilities

• Manage team performance, ensuring adherence to KPIs such as AHT, Shrinkage, Attrition, CSAT, and KRA.
  
• Oversee BPO operations and rostering to maintain high levels of customer satisfaction.
  
• Develop strategies for controlling shrinkage and attrition rates within the team.
  
• Ensure timely completion of tasks and meetings with stakeholders.
  
• Monitor key performance indicators (KPIs) to identify areas for improvement.
  

Desired Candidate Profile

• 2-7 years of experience in BPO operations or similar industry.
  
• Strong understanding of KPI management principles.
  
• Excellent communication skills for effective collaboration with cross-functional teams.
  
• Ability to analyze data to drive business decisions.