Team Lead

GVK Emergency Management and Research Institute (GVK EMRI); Lucknow; On-site; INR 420,000 - 660,000; Full time

Job summary

GVK Emergency Management and Research Institute (GVK EMRI) in Lucknow is seeking an experienced Team Lead for a busy customer service environment. You will oversee a unit of call center agents, drive performance, and ensure high-quality client interactions.

The role requires leadership in a fast-paced BPO setting, strong KPI focus, and the ability to implement strategies that reduce shrinkage and attrition while maintaining customer satisfaction.

Qualifications

• 4–7 years of experience in BPO or call center.
• Inbound process experience.
• Willing to work night shifts on rotation.
• Ready to relocate to Lucknow.
• Gender mix: 2 Male, 1 Female.

Responsibilities

• Lead a team of customer service representatives to achieve daily, weekly, and monthly targets.
• Monitor and analyze KPIs such as AHT, CSAT, SLA, shrinkage, attrition rates to identify areas for improvement.
• Develop strategies to reduce shrinkage and attrition rates while maintaining high levels of customer satisfaction.
• Ensure timely resolution of customer complaints and issues through effective communication with customers.

Skills

Team Leadership

KPI Analysis

Customer Service

Conflict Resolution

Job description

Job description-

Roles and Responsibilities :

• Lead a team of customer service representatives to achieve daily, weekly, and monthly targets.
• Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, SLA, shrinkage, attrition rates to identify areas for improvement.
• Develop strategies to reduce shrinkage and attrition rates while maintaining high levels of customer satisfaction.
• Ensure timely resolution of customer complaints and issues through effective communication with customers.

Job Requirements :

4-7 years of experience in BPO or call center environment.

Inbound Process

OK for Rotation shift (Night aswell)

READY TO RELOCATE FOR LUCKNOW

2 Male 1 Female