1P
Job Description
Key Responsibilities
- Minimum 1+ years of experience as a Team Leader – Operations in a domestic BPO
- Strong expertise in managing attrition, shrinkage, SLA, and CSAT
- Demonstrate effective ownership of quality performance in service delivery
- Manage attrition and absenteeism, taking full accountability for control
- Lead and develop team members to improve effectiveness in their roles
- Work actively to enhance customer experience and service levels
- Ensure delivery aligns with client expectations and process metrics
- Open to working in a 24/7 environment
- Possess strong verbal and written communication skills