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- 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.
- Graduation Mandatory
- Navi Mumbai - Ghansoli
- Depend on last drawn salary and maximum up to 5 LPA.
Team Lead - Navi Mumbai, India - Hexaware Technologies
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