Team Lead

Prefer from Operations Inbound Sales (International) background.

Job Summary:

Team Lead is a supervisor who will be assigned a team of associates to coach and lead towards achieving client goals.

KRA

• Plan Schedule SLAs (Service Level Agreements) timely and efficient execution
• Study and understand data and make data driven decisions to drive performance
• Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet
• target Goals
• Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action)
• towards outperformance
• Conduct complete breakdown analysis on process failures, re-engineer work strategy,
• functions for better results
• Set Long term and Short term goals, work out required staffing, training needs, Quality
• requirements to achieve goals
• Monitor chats from a holistic perspective, which includes maintaining quality, basic
• language and product level monitoring and share feedback with agents
• Plan and carry out coaching conversations with team members to help them improve
• performance
• Able to lead Client calls/Calibrations

Job Responsibilities

• Team Leader for Blended process is the first contact for all the agents and SMEs.
• Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives.
• Communicate objectives on a daily, hourly and monthly basis to the front line associates.
• Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement.
• Deliver constructive feedback on their skills and performance.
• Communicate training and policy & procedure issues and needs to suppliers training personnel.
• Track observed agent performance versus goals on an hourly basis.
• Motivate and encourage the assigned team of associates.
• Conduct effective CSR screening interviews, as required or needed.
• Review and audit all Passive and Negative Survey chats per agent daily (real-time).
• Supervisor ratio should be a minimum of 1:15 ratio.