Job Description

Key Responsibilities: Below listed the major key responsibilities of Team Leader but not limited to, Drive and motivate the TMEs reporting to him / her meet the hourly / daily / monthly targets as planned and send reports to the manager on the targets achieved Handle difficult customers and ensure their issues are resolved by providing a good experience to the customers Capture the customer insights and share the same with the internal team; Provide regular MIS as required to the internal teams Responsible for planning the resources required for his / her team and work with HR to get the right talent on board Provide guidance to the new recruits to settle down well in their job and ensure the infant attrition is under control Promote a cohesive & high performance work environment by continuously engaging with the team members, providing development feedback and right training inputs Review the performance of the team members on a regular basis and help them to improve the productivity and ensure the team members earn their incentives Monitor, facilitate and ensure the team adheres to the processes Monitoring and ensuring the team shrinkage is within the defined parameters. Promotes a culture of quality by ensuring zero rude calls and misselling through constant call evaluations and feedback. Guide / mentor and train the team members in building their capabilities and improving their performance Actively participate / contribute to continuous improvement projects Identifies opportunities to improve productivity of the team and deliver a profitable ROI. Regularly monitors attrition red flags and ensures the same is within defined threshold. Ensures adherence to organization policies by self and team