Team Leader

Roles and Responsibilities

• Manage a team of associates to achieve Service and Sales Deliverables, ensuring effective communication and collaboration among team members.
• Oversee daily operations, including scheduling, training, and performance management to maintain high levels of productivity.
• Develop and implement strategies to reduce shrinkage and attrition rates, improving overall efficiency in operations.
• Monitor key performance indicators (KPIs) such as AHT, SLA management, KRA achievement, and sales team leadership to drive business growth.
• Ensure compliance with company policies and procedures while handling customer escalations effectively.

Desired Candidate Profile

• 4-9 years of experience in BPO operations or similar industry.
• Proven track record in managing teams towards achieving Sales targets.
• Strong understanding of KPI analysis and its impact on bu...