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.
- Solid team handling and communication skills.
- Experience with US/UK voice processes preferred.
Location: Pune | Shift: International Shift (US) .
