Team Lead

Supervise daily inbound operations and lead team performance across customer support workflows.

Create detailed operational reports, perform data analysis, and present actionable insights to senior management.

Drive key operational metrics, including CSAT optimization, shrinkage control, and overall service SLA maintenance.

Execute attrition control strategies to increase agent retention, morale, and productivity.

Conduct regular performance reviews, coaching sessions, and quality feedback audits for team members.

Maintain structured operational logs, team rosters, shift schedules, and team performance reports.

Bachelor's degree in any discipline or relevant management field.

1-3 Yrs of team handling and operational experience in customer operations or BPO setups.

Must be fluent in report creation, data analysis, and presenting actionable insights.

Proven leadership background in shrinkage control, attrition management, and CSAT enhancement.