Job Description & How to Apply Below
The TL will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.
Key Responsibilities:
Manage a team of agents
Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
Conduct team huddles, coaching sessions, and performance reviews
Analyze reports and identify performance improvement areas
Drive quality and compliance standards
Manage attrition and shrinkage
Ensure customer satisfaction targets are achieved
Coordinate with QA, Training, and Operations teams
Prepare weekly/monthly performance reports
Conduct W /Q
Mandatory
Skills:
Team Leader Experience (Minimum 1–2 years)
KPI Management (AHT, CSAT, NPS, FCR, SLA)
Performance Management
Coaching & Mentoring
Attrition & Shrinkage etc
Excellent Communication
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