Team Leader Customer Support

Dear All,

1. MIS on any additional activities done to be published by the end of month.

2. Manage Shift Operations &Rostering of Staff

3. Mentoring & Coaching Of the Team. Team Huddles & previous days performance to be discussed. Conduct regular team meetings and one on one sessions with the teams

4. Should be able to manage the team aggressively while sticking to the job specifications

5. Monitoring the IVR daily. Incase of a downtime coordination with Telecom Partner & In house IT for Closure. Incase of internal issue to share RCA with Client

6. Checks to ensure smooth function of the IVR & TFN

7. Responsible for maintaining shrinkage and absenteeism of team on the floor

8. Driving the Rewards & Recognition programme for the team & responsible for appreciations.
1. Team Leader to showcase & share inputs in CRM enhancement, FTR improvement, Increase of Self Service Utilization

2. Well versed with Social Media and should have an ideal understanding of the requirement like Web Chat .

Thanks

Chetana

7760882629