Team leader Operations
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Job Summary
Manage daily team operations attendance productivity and schedule adherence.
Monitor KPIs including AHT CSAT FCR quality and SLA.
Drive team performance through regular coaching and feedback.
Monitor and control attrition absenteeism and shrinkage.
Handle customer escalations and ensure quality service delivery.
Prepare performance reports and implement improvement plans.
Ensure compliance with company policies and client requirements.
510years of BPO / Customer Support experience.
25 years of team-handling experience in a voice process.
Strong knowledge of KPI SLA AHT CSAT and quality metrics.
Experience in attrition management employee engagement and performance coaching.
Good communication leadership analytical and problem-solving skills.
Proficiency in MS Excel and operational reporting.
Required Skills:
KPI Reporting BPO Attrition KPI International Voice Process
