Job description:-

Experience:-

·        Desirable Experience – 3 to 8 years as Team Leader on paper in BPO / Call Center.

·        Should have experience in handling teams

·        Should have prior experience of handling Voice Process – Inbound process.

·        Responsible for meeting the SLA targets.

·        Should be aware of KRAS, KPIS, SLA, AHT, Occupancy, Attrition Formula, Shrinkage formula.

·        Analyzing and Forecasting Attrition(Team Level) - Inform PL/ PM As Required

·        Controlling Attrition at Team Level.

·        Controlling Absenteeism.

·        Responsible For Resource Utilization

·        Responsible For Maintaining And Updating Team Skills Matrix

·        Ensure schedule adherence and create an encouraging team environment

·        Ensures adherence to contractual SLAs and manages the overall workflow within the team

·        Analyses existing work practices (system and procedural) – identifies and implements changes in areas of improvement.

Language:-

·        Excellent communication skills in English.

Qualification:-

·        Must be a graduate