01Key Responsibilities
Manage Team Leaders and associates to achieve process targets.
Monitor KPIs like SLA, AHT, CSAT, Quality, and Productivity.
Handle escalations, team coaching, and performance improvement.
Prepare MIS reports and support process improvements.
Required Skills:
7+ years of experience in International Voice/BPO Operations.
Minimum 1+ year experience as Team Lead / Assistant Manager.
Strong team handling and communication skills.
Experience with US/UK voice processes preferred.
Location: Pune | Shift: International Shift (US) .
