Team Leader Operations - BPO

Key Responsibilities - Supervise and manage the daily operations of the voice process team - Monitor team performance against defined KRAs & KPIs - Ensure achievement of targets related to AHT, NPS, CSAT , and other key metrics - Identify and manage shrinkage and attrition levels proactively - Conduct regular performance reviews, coaching, and feedback sessions - Prepare and share performance reports with stakeholders - Handle escalations and provide resolutions within defined SLAs - Collaborate with quality and training teams to improve team efficiency - Maintain high levels of team motivation and engagement - Contribute to process improvement initiatives and implement best practices Required Qualifications and Skills - Minimum 1 year of experience as a Team Leader in a voice process - Minimum 5 years total experience in BPO/Customer Support - Strong knowledge of voice process metrics: AHT, NPS, CSAT, shrinkage, attrition - Excellent communication, leadership, and problem-solving skills - Ability to work in fast-paced and target-driven environments - Experience in FinTech customer support is a strong plus Skills: Client Relations, Team Management, Data Analysis, Process Optimization, performance metrics, Quality Assurance, Project Management Experience: 2.00-7.00 Years