Team Lead - Technical Support - Voice

Job Brief

To supervise the team's performance at both technical and process levels

1. To manage the day-to-day operations with a team of agents and meet the required service levels, quality and productivity

2. Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team

3. Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.

4. Suggest process improvements, Value Adds and Improvement plans as required

5. Attend status calls on the project if required

6. Ensure all Company policies and procedures are implemented consistently and fairly

7. Implement best practices on the floor

8. Monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

9. Prepare Schedules for the teams and ensure attendance is marked before the end of day

10. Act as an interface between the team and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms.

11. Work very closely with team members to solve customer problems.

12. Compliance to login, log out & scheduled breaks of agents

13. Conducting performance appraisal for the team

14. To be abreast of latest technology & share the knowledge with the team and peers

Skill:

* Networking certifications preferred

* Must be a Team Player & should

* Verbal & Written Communication skills

* Mentoring & Coaching skill

* Presentation and Reporting Skill

* Team Building and Leadership skill

* Focus Group Training Knowledge:

* Expert Knowledge of Windows and Mac Operating Systems

* Expert knowledge of Networking Concepts and working. Networking certifications preferred

* Possess a keen drive to learn New Technologies

* Knowledge on Performance management, Service Level Management, Shrinkage Management Attitude:

* Must be a Team Player

* Keen drive to learn New Technologies Voice, General

Roles & Responsibilities

• Team management
• KRA improvement
• Coaching and Feedback
• people management