Walk-in || Team Lead | Customer Experience Centre | Inbound Voice Process | Noida

Job description

Roles and Responsibilities • Manage a team of customer support agents to deliver exceptional customer experiences. • Oversee daily operations, ensuring adherence to SLAs and KPIs such as shrinkage, attrition, and TL/TLR metrics. • Develop and implement strategies to improve team performance, reduce churn rates, and enhance overall customer satisfaction. • Collaborate with cross-functional teams (Domestic) to resolve complex issues and drive process improvements. • Ensure compliance with company policies, procedures, and regulatory requirements. Desired Candidate Profile • 6-11 years of experience in BPO operations or similar industry. • Proven track record in managing teams for voice processes (inbound/outbound). • Strong understanding of SLA management principles and practices. • Excellent people management skills with ability to lead by example.