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Key Responsibilities
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.

Required Skills & Experience

5–10years of BPO / Customer Support experience.
2–5 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.

Team leader Operations

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