Team leader-operations

TP; Lucknow; On-site; INR 420,000 - 600,000; Full time

Job summary

TP in Lucknow, India is seeking an experienced BPO Operations Lead to manage daily contact center operations and ensure adherence to SLAs. You will lead a team of agents, optimize rostering and shifts, and drive improvements in AHT, CSAT, and other KPIs, KRAs.

Candidates with 1-6 years in BPO operations and strong KPI knowledge are encouraged to apply. This role demands strong leadership, meticulous attention to detail, and the ability to multitask across shifts.

Qualifications

• Experience in BPO operations or similar industry.
• Strong understanding of SLA, KPI and KRA metrics.
• Excellent leadership and team management skills.
• Ability to handle multiple tasks with attention to detail.

Responsibilities

• Manage daily operations of the contact center to meet SLAs.
• Lead a team of agents to achieve targets such as AHT, CSAT, KPIs, and KRAs.
• Develop rostering and shift scheduling to improve customer satisfaction.
• Monitor KPIs to identify performance improvement areas.

Skills

Leadership

SLA/KPI/KRA

Team management

Multi-tasking

Job description

Roles and Responsibilities

• Manage daily operations of the contact center, ensuring efficient use of resources and meeting service level agreements (SLAs).
• Lead a team of agents to achieve targets such as AHT, CSAT, KPIs, KRAs, shrinkage control, attrition reduction.
• Develop and implement strategies to improve customer satisfaction ratings through effective rostering and shift management.
• Monitor key performance indicators (KPIs) to identify areas for improvement.

Desired Candidate Profile

• 1-6 years of experience in BPO Operations or similar industry.
• Strong understanding of SLA/KPI/KRA metrics for measuring agent performance.
• Excellent leadership skills with ability to manage teams effectively.
• Proficiency in handling multiple tasks simultaneously while maintaining attention to detail.