Walk-in || Team Lead

Job description

Roles and Responsibilities • Manage a team of customer support agents to achieve daily targets and goals. • Conduct regular performance reviews, provide feedback, and coach team members to improve their skills and productivity. • Develop strategies to reduce shrinkage and attrition rates within the team. • Ensure effective communication with customers through various channels (phone calls, emails, chats). • Monitor key performance indicators (KPIs) such as first call resolution rate, average handling time, and customer satisfaction scores.