Team leader-operations

Roles and Responsibilities

• Manage daily operations of the team, ensuring efficient use of resources and meeting performance targets.
  
• Oversee AHT, shrinkage, attrition, KPIs, SLA management, TAT, CSAT, KPI monitoring, KPI analysis, rostering, and performance review processes.
  
• Develop strategies to reduce attrition rates and improve overall team performance.
  
• Collaborate with cross-functional teams to resolve operational issues and drive business growth.
  
• Ensure compliance with quality standards and regulatory requirements.
  

Desired Candidate Profile

• 2-7 years of experience in BPO operations or similar industry.
  
• Strong understanding of KPIs such as AHT, shrinkage, attrition control.
  
• Excellent communication skills for effective collaboration with stakeholders.
  
• Ability to analyze data from various sources (KPI reports) to inform decision-making.