Team Lead

Mandatory Exp :

• Desirable Experience 2 to 5 years of experience as Team leader in BPO / Call Center.
• Should have experience in handling team of above 10 people .
• Should have prior experience of handling Inbound Voice 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.
• Ensure schedule adherence and create an encouraging team environment.
• Set clear team goals.

Qualification :

• Graduation Mandatory

Location :

• Navi Mumbai - Ghansoli

CTC :

• Depend on last drawn salary and maximum up to 5 LPA.