Customer Support Team Lead

TP · Hyderabad, India

Job description

Roles and Responsibilities

Candidate should have experience in international process as Team Leader

• Manage a team of agents handling international calls, ensuring excellent customer service and meeting KPIs.
• Oversee daily operations, including scheduling, training, and performance management to achieve SLA targets.
• Develop strategies to reduce shrinkage and attrition rates through effective coaching and people management skills.
• Collaborate with other teams to resolve complex issues related to UK processes and US procedures.
• Ensure compliance with quality standards (CSAT) by monitoring call recordings and providing feedback to agents.

Desired Candidate Profile

• 1-5 years of experience in BPO Operations or similar industry.
• Strong understanding of AHT, Attrition, CSAT, KPIs, KRAs, People Management Skills, SLA Management.
• Excellent communication skills for effective team handling and leadership.

Please do share your resume with below details to this email ID :

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Open to relocate

Regards,

Charlie HR