Role: Team Leader - Operations
Type: FullTime
Location: Onsite
Job description:
- To ensure that the daily and monthly targets are met.
- Analyze various reports to enhance productivity and conversions.
- Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
- Achieve KPI and productivity targets for the team
- Do KRA management and reporting
- Prepare and submit periodic Team performance reports.
- Call handling to develop first hand sensing of customer pulse and manage irate customers.
- Audit Calls and identify the training requirements of each Team Member.
- Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
- To ensure that at no point in time the team lacks supervision.
- Team Leads are responsible for staff retention
- Attending call calibrations with quality and training team.
- Preparing monthly TL review to gauge individual and teams performance.
- Client interaction as and when required; incorporate feedback into the system.
- Give timely real time feedback with a view towards improving Operational and individual efficiency
- Absenteeism and attrition management
- Contribute to adding value to the engagement
- Scheduled regular coaching and feedback
- Monitor and maintain quality of interaction with customers.
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