- Handling customer Service Calls if he is not satisfied with given information
- Training to Team for BPO process Inbound or Outbound
- Achieving team targets for metrics like Average Handling Time (AHT), Call Quality, and CSAT (Customer Satisfaction).
- Monitoring daily productivity and ensuring the team meets the required KPIs.
- Reporting team performance metrics (KPIs) to upper management.
- Ensuring agents maintain quality audit scores (e.g., 95% or higher).
- Ensuring zero compliance breaches in calls or data handling.
- Conducting calibration sessions to align quality standards.
- Coaching, mentoring, and developing team members to improve performance.
- Handling team scheduling, attendance, and managing workforce shrinkage.
- Retaining talent and reducing employee turnover.
- Resolving conflicts and addressing performance issues immediately.
- Common KPI Metrics for a BPO Team Leader:
- CSAT/NPS: Customer Satisfaction/Net Promoter Score.
- AHT: Average Handle Time.
- QA Score: Quality Audit Score.
- Attrition Rate: Employee turnover percentage
- Preference: General Insurance or Motor Vehicles candidates
Pay: ₹488,536.48 - ₹1,715,207.34 per year
Benefits:
- Cell phone reimbursement
- Provident Fund
Work Location: In person
