Team Lead

Taskus; Dadri, Greater Noida; On-site; INR 500,000 - 750,000; Full time

Job summary

Taskus is seeking a Team Lead in India to manage a group of customer service representatives and drive daily targets. You will monitor KPIs, analyze attrition, and implement strategies to improve engagement and performance across the team.

The role requires 2–10 years in BPO operations, with a proven track record in guiding teams to meet objectives and collaborate effectively with other departments.

Qualifications

• 2–10 years of experience in BPO operations or similar industry.
• Strong understanding of KPIs related to attrition rate, shrinkage, and quality metrics.
• Proven track record in managing teams effectively to achieve desired outcomes.

Responsibilities

• Manage a team of customer service representatives to achieve daily targets and goals.
• Monitor and analyze KPIs such as attrition rate, shrinkage, and quality metrics to identify areas for improvement.
• Develop and implement strategies to reduce attrition, improve engagement, and enhance team performance.
• Collaborate with other departments to resolve complex issues affecting the team's productivity.

Skills

Team management

KPI analysis

Attrition reduction

Employee engagement

Cross-functional collaboration

Job description

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve daily targets and goals.
• Monitor and analyze key performance indicators (KPIs) such as attrition rate, shrinkage, and quality metrics to identify areas for improvement.
• Develop and implement strategies to reduce attrition rates, improve employee engagement, and enhance overall team performance.
• Collaborate with other departments to resolve complex issues affecting the team's productivity.

Job Requirements :

• 2-10 years of experience in BPO operations or similar industry.
• Strong understanding of KPIs related to attrition rate, shrinkage, and quality metrics.
• Proven track record in managing teams effectively to achieve desired outcomes.