Team Leader

Job Responsibilities:

• Manage a team of 15-20 agents and ensure that the quality and productivity targets are met.
• Meeting SLAs at all levels.
• Review/generate reports to monitor performance.
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible timeframe.
• To ensure delivery of specific assigned SLAs like CSAT through his/ her team.
• Process Adherence /Compliance, Team Attrition, Training Development & Initiatives.
• Handle customer, employee and internal partner escalations.
• Ensure that maximum calls are handled by the inbound staff instead of being transferred based on the information provided.
• Prepare monthly reports and relevant statistics for transferred calls /repeat calls/enquiries/phone call requests sent and complaint status.
• Conduct one-on-ones, team meets and performance reviews.
• Communicate all process and client changes to direct reports within specific timeliness
• Promote the use of all center communication tools.
• Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements.
• Call Barge-ins to monitor quality of the team.
• Ensure updating of recordings in the IVR and upload the relevant greetings related of festivals on timely basis post coordination with IT.
• Conduct monthly job related quiz for the inbound call center agent, prepare monthly score cards.

 Education:

• Bachelors degree or equivalent 

Candidate Profile:

• Proven ability to analyze and improve work processes and policies.
• Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
• Excellent MS office skills
• Ability to guide individuals towards goal achievement using negotiation, Teamwork /collaboration, motivation and staff development skills
• Ability to demonstrate innovation and good judgment/problem solving skills when making decisions
• Ability to coach, develop action plans which maximize performance and provide effective feedback