Call Center Team Lead

Job Description

Roles and Responsibilities Manage a team of call center agents to achieve daily targets and goals. Oversee outbound calling campaigns, ensuring efficient use of resources and meeting SLAs. Monitor shrinkage rates, identify areas for improvement, and implement strategies to reduce attrition. Develop KPIs (Key Performance Indicators) to measure team performance and track progress against SLA targets. Collaborate with other departments to resolve customer complaints and improve overall customer satisfaction. Desired Candidate Profile 1-5 years of experience in BPO or call center environment. Strong understanding of voice processing, outbound processes, and SLA management. Ability to analyze data from various sources (e.g., CRM systems) to drive business decisions. Excellent team handling skills with ability to motivate teams towards achieving targets.