Team Leader

Job Description

Key Responsibility Areas: Understand the scope and coverage of Services Monitor performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics. Client Management People Management Handling Complaints & Escalation Preparing dashboard, reports as needed Managing Shrinkage and attrition. Analyzing individual performance of each team member and provide motivation to them to perform better. Knowledge, skills, and abilities: Outstanding customer service skills & Basic knowledge of telephony Experience in Client management and managing day to day client requirement. Must have handled team size of minimum of 30 team member. Experience in managing voice + Chat or Email processes. Excellent verbal and written communication skills Exceptional organizational and time management skills Proficient in basic Microsoft applications Ability to work closely with other team members and departments