Team Leader

Job Description

Should be able to speak understand English Hindi comfortably Should conduct daily pre-shift meetings Should be able to maintain shrinkage Attrition Daily APR sharing with team expectation settings accordingly. Should Review agents daily/weekly/MTD Hourly/real time tracking effective feedback sharing with team If agent is not improving after several feedbacks then Sr TL should follow the HR policies for further consequences Should have the knowledge of excel workings Should be able to help advisor if any of process related issue occurs to them Timely report sharing if any. Should be able to address the group of people Should be able to find the Area of improvement of agents, prepare action plan then further adherence to ensure the concern is fixed. Considering 24*7 Process, Week off shifts will be rotational (Basis process requirement). Also all public and national holidays will be working If requires, should take KRA calls/login (Self login). Also Daily call listening should be done to check the Area of improvements in team Should meet the given KPI target of Team Shift Adherence%, Attrition%, CSAT agents bucketization%