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Vacancy description

Team leader Operations in Pune, भारत

Brillminds Global Private Limited

  • Full-timeStandard weekly hours

Pune, भारत

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.

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