We are looking for a Team Leader to manage daily operations, drive team performance, and ensure delivery of high-quality customer support. The ideal candidate will handle attrition, shrinkage, and key service metrics while guiding and motivating the team to meet client expectations.
Key Responsibilities
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Lead and manage a team to achieve process KPIs and service quality.
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Monitor and control attrition, absenteeism, shrinkage, and SLA/CSAT targets.
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Take ownership of quality performance and operational delivery.
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Enhance customer experience through effective team management and feedback.
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Ensure adherence to client expectations and process metrics.
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Support and develop team members to improve capability and performance.
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Work in a 24/7 environment as per business requirements.
