Team leader Operations

Key Responsibilities

• Manage daily team operations, attendance, productivity, and schedule adherence.

• Monitor KPIs, including AHT, CSAT, FCR, quality, and SLA.

• Drive team performance through regular coaching and feedback.

• Monitor and control attrition, absenteeism, and shrinkage.

• Handle customer escalations and ensure quality service delivery.

• Prepare performance reports and implement improvement plans.

• Ensure compliance with company policies and client requirements.

Required Skills & Experience

• 5–10years of BPO / Customer Support experience.

• 2–5 years of team-handling experience in a voice process.

• Strong knowledge of KPI, SLA, AHT, CSAT, and quality metrics.

• Experience in attrition management, employee engagement, and performance coaching.

• Good communication, leadership, analytical, and problem-solving skills.

• Proficiency in MS Excel and operational reporting.