Team Leader – Operations

Job Role: 

Monitor and manage Average Handling Time (AHT), attrition, shrinkage, and Customer Satisfaction (CSat) metrics to ensure efficient and effective operations.

Job Description: 

• Managing a team of 15 to 20 associates
• Reporting to AM/Manager
• Responsible for AHT, attrition, shrinkage, and Csat management
• Managing the day-to-day activities of the team.
• Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting training of team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting quarterly performance reviews.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team.
•  Responsible for driving process-related KPIs
• Work Module – Work from Office