Team Leader

Matrimony com

5 - 9 years

3 - 6 Lacs

chennai

Posted:7 hours ago| Platform:

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Skills Required

bpo team leader net promoter score csat attrition control bpo operations kpi operations team handling sla inside sales shrinkage control shrinkage aht attrition tl kra sla management crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Designation :

Work Station:

Shift :

Roles and Responsibilities

Manage a team of associates to achieve Service and Sales Deliverables, ensuring effective communication and collaboration among team members.
Oversee daily operations, including scheduling, training, and performance management to maintain high levels of productivity.
Develop and implement strategies to reduce shrinkage and attrition rates, improving overall efficiency in operations.
Monitor key performance indicators (KPIs) such as AHT, SLA management, KRA achievement, and sales team leadership to drive business growth.
Ensure compliance with company policies and procedures while handling customer escalations effectively.

Qualifications & Experience

Graduate/Postgraduate in Business Administration, Customer Experience, or related field.
510 years of experience in complaint management, customer service operations, or customer experience roles.
Experience in handling regulatory compliance and audits (preferred in BFSI, Telecom, or Service industries).
Exposure to CSAT/NPS program management and analytics.

9025990566

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