Team Lead

Team Leader

Key Responsibilities:

• Team Management -

  Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures.

• Performance Monitoring -

  Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and sales targets.

• Coaching and Training -

  Team Members need constant coaching, monitoring and training to enhance their skill set, product knowledge and customer service capabilities.

• Work Allocation -

  Assigning tasks, projects and client assignments based on each team members skill set and workload capabilities.

• Quality Assurance

  - Maintaining quality standards in BPO and conducting frequent quality audits to identify improvement areas and provide feedback to agents.
• Team Performance
• Shrinkage Control
• Attendance Management
• Employee Retention
• Training Team Members
• Client Management
• Conduct one on one team meeting with agents.
• Floor Support
• Improve the Underperformers
• Quality control
• Process Improvement

Job Requirements:

any 12th pass or undergraduate

Preferred candidate profile

Intersted candidate can call me on this no 8800156252 HR Isha