Team Leader

Job description

**Roles and Responsibilities** - Manage a team of agents to achieve sales targets through effective call center management, BPO management, cross selling, upselling, retention strategies, and renewals. - Develop and implement retention management plans to reduce attrition rates and improve overall customer satisfaction. - Collaborate with the marketing team to create targeted campaigns that drive lead generation and conversion. - Analyze performance metrics such as AHT, Shrinkage, Attrition rate, CSat/DSat scores to identify areas for improvement. - Ensure compliance with company policies and procedures while maintaining high levels of quality assurance. **Desired Candidate Profile** - 5-8 years of experience in BFSI industry with expertise in Call Center Management, Cross Selling, Upselling, Renewals & Retention Management. - Proven track record of achieving sales targets through effective leadership and strategy implementation. - Strong understanding of BPO operations and ability to manage multiple priorities simultaneously. - Excellent communication skills with ability to build strong relationships with customers and internal stakeholders.