Team Leader - BPO Voice

Job Description

Job Title : Team Leader BPO International Process

Job Summary

We are seeking a dynamic and experienced Team Leader to oversee and optimize our BPO operations. The ideal candidate will be responsible for managing daily operations, ensuring SLA and KPI targets are consistently met, and maintaining critical metrics such as shrinkage, attrition, and schedule adherence.

Key Responsibilities

• Manage day-to-day operations across assigned BPO processes (voice).
• Ensure adherence to SLAs, KPIs, and quality benchmarks.
• Lead, mentor, and manage a team of agents to achieve individual and team goals.
• Monitor and manage key performance metrics including attrition, shrinkage, quality, and schedule adherence.
• Collaborate with clients to understand business requirements and ensure service delivery expectations are met.
• Drive continuous improvement initiatives focused on productivity, efficiency, and customer experience.
• Generate and present operational performance reports to senior management and clients.
• Ensure strict compliance with company policies, data protection protocols, and industry regulations.

Qualifications

Preferred Skills

WebTech Software Solutions

Location : 1st Floor, 122 Optima , Puttappa Industrial Estate, Main Road, Whitefield, Mahadevapura, Bengaluru, Karnataka 560048

Contact Number : 7618776218

This job is provided by Shine.com

Skills Required

Ms Office, Bpo Operations, Workforce Management