Team Leader

A1 to A3
•    Average PMI (last 6 months)/PMS rating 3 and above
•    2 years in current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable
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
•    Mandatory E-learning 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 
   

• Minimum of 3 years of experience in a team leadership role, preferably in a customer care or call center environment.
• Proven track record of successfully leading and motivating teams, with a focus on customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers.
• Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent time management and organizational skills, with a focus on meeting deadlines and achieving goals.
• Flexibility to adapt to changing work schedules and handle after-hours or weekend shifts as needed.
• Strong knowledge of customer service best practices and a customer-centric mindset.
• Willingness to continuously learn and stay updated with industry trends and advancements.