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

Job description

Roles and Responsibilities • Manage a team of customer support agents to ensure excellent service delivery. • Oversee daily operations, including rostering, SLA management, shrinkage control, attrition control, and people management. • Develop and implement strategies to improve customer experience and reduce churn rates. • Collaborate with other teams to resolve complex issues and drive business growth. • Ensure compliance with quality standards, policies, and procedures. Desired Candidate Profile • 6-11 years of experience in BPO operations or similar industry. • Strong background in floor management, team handling, team leading, TL (Team Leader), or equivalent roles. • Excellent communication skills for effective collaboration with cross-functional teams. • Ability to analyze data to identify trends and areas for improvement.