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Team Leader - Email Process

Fresher   Mumbai City   09 Sep, 2025
Epicenter Technologies Private Limited
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Role &Responsibilities:
    • Manage and lead a team of non-voice agents to achieve daily, weekly, and monthly performance targets
    • Monitor team performance and provide timely feedback and coaching
    • Ensure adherence to process SLAs, quality benchmarks, and compliance requirements
    • Handle escalations and coordinate with internal departments for resolution
    • Generate and analyze performance reports to identify improvement areas
    • Conduct regular team huddles, performance reviews, training sessions & keep the team morale up
    Desired Candidate Experience:
    • Graduate in any discipline (Preferred: B.Com or BBI)
    • Minimum 2-3 years of experience in BPO industry
    • At least 1 year of experience in a team handling or supervisory role in a non-voice process
    • Proficiency in MS Office (Excel, Word, PowerPoint)
    • Experience working with CRM tools and ticketing systems
    • Ability to analyze data and derive actionable insights
    • Strong leadership and team management capabilities
    • Excellent communication and interpersonal skills
    • Ability to manage performance and drive accountability
    • Time management and multitasking abilities

Keyskills :
tl operationsteam leader operationsteam leader

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