Customer Care Team Lead

TP; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TP is seeking an experienced BPO operations manager to lead a team of customer care representatives in Bengaluru. The role focuses on achieving high CSAT and improving first call resolution while overseeing rostering, scheduling, and performance monitoring.

You will implement strategies to reduce shrinkage and attrition, maintain quality standards, and collaborate with other departments to resolve complex issues and enhance overall process efficiency.

Qualifications

• 1–30 years of experience in BPO management or similar industry.
• Proven track record in CSAT improvement, shrinkage control, and attrition reduction.
• Strong understanding of call center operations, team handling, and leadership skills.

Responsibilities

• Manage a team of customer care representatives to achieve high CSAT and first call resolution.
• Oversee daily operations including rostering, scheduling, and performance monitoring.
• Develop strategies to reduce shrinkage and attrition while maintaining quality.
• Collaborate with other departments to resolve complex issues and improve efficiency.

Skills

Team leadership

Call center operations

Performance monitoring

Rostering

Attrition reduction

Job description

Roles and Responsibilities :

• Manage a team of customer care representatives to achieve high levels of customer satisfaction (CSAT) and first call resolution rates.
• Oversee daily operations, including rostering, scheduling, and performance monitoring to minimize shrinkage and attrition.
• Develop and implement strategies to reduce shrinkage and attrition rates, while maintaining quality standards.
• Collaborate with other departments to resolve complex issues and improve overall process efficiency.

Job Requirements :

• 1-30 years of experience in BPO management or similar industry.
• Proven track record in managing teams for CSAT improvement, shrinkage control, and attrition reduction.
• Strong understanding of call center operations, team handling, and leadership skills.