Team Leader

Job Requirement:

• Graduate in any discipline.
• Strong communication and analytical skills required.
• Disciplined in work ethics and should be proactive in approach
• Flexible in shift starting from 9 am till 11 pm.
• Ready to take challenges and prepare strategy to meet the team goal
• Proficiency in MS Office (Excel, Word and PowerPoint) required.
• Should have minimum 2 years of Support experience related to Sales/Network.
• Should possess organizational skills.
• Should be able to inspire the team members to meet company goals and objectives.
• Should be able to use negotiation skills to achieve results and reach an understanding in the event of a workplace conflict.

1. Deliver defined Process SLA & KPIs.
2. Manage & motivate a team of 12-15 Sales Comm Representatives. Maximize their productivity and improve Quality.
3. Utilize and enhance the expertize of agents and make them reach the goal of monthly and yearly conversion targets.
4. Control attrition and Shrinkage, Driving key process metrics like Utilization, occupancy, PSAT,FCR, conversion, AHT, Penetration etc.
5. Monitoring Calls and providing feedback to Representatives, preparing reports and presentations for reviews.
6. Complete self weekly login and take calls/chat/email as per quality standard
7. Timely respond on email/chat/message of Sales network and provide complete support to them in loan and transaction processing
8. Adhere Turn Around Time and make sure that expected outcome is delivered from respective campaign.
9. Conducting team meetings – pre and post shifts. Analyze daily / weekly reports – MIS and taking necessary steps to improve performance.
10. Prepare campaign strategy and execute them to meet the goal.
11. Timely escalate the critical observation from campaign calling/chat/email from Sales Network team.
12. Ensure to run all the campaigns in timely manner and inform to the line manager in case of any delay.
13. Performance sharing with agents in timely manner.
14. Help agents earning incentives and work for the improvement of bottom performers.
15. Getting reports streamlined on PowerBi and monitor them daily. Highlights to the Ops analytics team incase of any observation.
16. Update the scripts as per campaign requirement
17. Share daily updates in the group to all agents and make sure they follow the right and correct information on the partner and customer interactions.