Team Leader- BPO

Full Job Description

What you will do in this role
• Manage post-sales experience and service of premium members
• Mentor and develop the team.
• Effectively manage shift operations.
• Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).
• Handling Escalation calls of Customers.
• Track Customer Satisfaction & ensure closure of complaints.
• Strong Rapport building skills with Team stakeholders, manage attrition in the team.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Interface with IT/HR/ Training/Quality in order to improve the team’s Performance.

Job Type: Full-time

Salary: ₹25,000.00 – ₹40,000.00 per month

Benefits:
• Health insurance
• Provident Fund

Schedule:
• Day shift

Supplemental pay types:
• Performance bonus

Ability to commute/relocate:
• Lucknow, Lucknow – 226001, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)

Experience:
• team lead: 2 years (Preferred