Team Leader - BPO / ITES

Quick Apply

4-9 Years

Call Center

Job Description

Keep the team and self-updated on all process changes and highlights at all times.
Track agent and team performance on quality metrics, collaborating with the Quality and Training teams to develop training schedules and plans.
Identify potential mentors among agents and guide them toward taking on higher responsibilities.
Build team stability by minimizing and controlling attrition.
Ensure adherence to service level agreements (SLAs) by coordinating with process owners and ensuring timely closure of issues.
Lead an inbound team of 20 agents in resolving complaints and requests, ensuring timely resolution.
Handle top-level escalated complaints, analyze root causes, and initiate process improvements.
Oversee mystery audits within the Service Recovery Department to ensure process integrity.
Accurately compile and publish Operations Business & Quality Management Information System (MIS) reports.
Publish MIS on any additional activities by the end of each month.
Provide structured feedback from Customer Service Executives (CSEs) on support needs to enhance customer service.
Share monthly action plans for addressing missed targets and best practices for successes.