Minimum Qualification & Experience-
- Minimum 1 year of relevant experience as a Team Leader / Team Lead in a BPO/KPO/contact-centre environment.
- Should have independently handled a team of 15 agents and be responsible for day-to-day team performance.
- Strong process knowledge and operational understanding.
- Experience in performance management, coaching, feedback and employee engagement.
- Experience handling attendance, adherence, productivity and performance issues.
- Ability to manage escalations and difficult customer/client situations.
- Good understanding of operational metrics including QA, AHT, Productivity, Adherence, Attendance, Shrinkage and CSAT, wherever applicable.
- Ability to conduct one-on-ones, coaching sessions and performance improvement plans.
- Good analytical and problem-solving skills.
- Proficiency in MS Excel and preparation of MIS/reports.
- Excellent verbal and written English communication skills.
Preferred Certifications / Exposure-
- Lean Six Sigma will be an added advantage.
- Leadership / People Management certification will be preferred.
- Workforce Management exposure will be an added advantage.
- COPC Standards knowledge or experience working in a COPC-compliant/certified operation will be preferred.
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Leave encashment
- Provident Fund
Work Location: In person
