Team Leader

A2 to A3
  Or
P1 to P2
•    Average PMI (last 6 months)/PMS rating 3 and above
•    1 year of exp in the current role
•    No Warning Letter issued in the past 6 months
•    E-learning mandatory courses certified wherever applicable

Responsibilities 
•    Administratively manage a team & monitor their performance
•    Motivate and recognize team members through implementation of the R & R programs
•    Analyze various reports to enhance productivity
•    Improve quality of service and increase client delight
•    Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met). 
•    Rostering and Scheduling of agents as per Process requirement
•    Provide end-to-end resolution by taking ownership and doing follow-ups
•    To ensure required login hours of the team to meet the volume of work.
•    To ensure all the members of the team are equipped well to handle customer’s queries.
•    To meet the Team targets like AHT, Quality score, CSAT Etc.
•    To plan, prioritize and delegate work tasks to ensure proper functioning of team.
•    Improve the retention of employees
•    Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
•    Managing to achieve process KPI & SLA
•    Managing to achieve CCE  KPI & SLA
•    Audit calls and identify the training requirements.
Key Deliverables             
•    Quality Scores 
•    Client SLA achievement
•    Improve CSAT 
•    Low attrition & High Productivity
•    Attendance compliance
•    Client satisfaction
Professional Experience
•    2-3 years of work experience.
Education 
•    Any Graduate 
 

Graduate