Team Leader

A1 to A3

• Average PMI (last 6 months)/PMS rating 3 and above
• 2 years in current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable

A2 to A3

Or

P1 to P2

• Average PMI (last 6 months)/PMS rating 3 and above
• 1 year of exp in the current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable

• Responsibilities
  • Administratively manage a team & monitor their performance
  • Motivate and recognize team members through implementation of the R & R programs
  • Analyze various reports to enhance productivity
  • Improve quality of service and increase client delight
  • Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
  • Rostering and Scheduling of agents as per Process requirement
  • Provide end-to-end resolution by taking ownership and doing follow-ups
  • To ensure required login hours of the team to meet the volume of work.
  • To ensure all the members of the team are equipped well to handle customer’s queries.
  • To meet the Team targets like AHT, Quality score, CSAT Etc.
  • To plan, prioritize and delegate work tasks to ensure proper functioning of team.
  • Improve the retention of employees
  • Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
  • Managing to achieve process KPI & SLA
  • Managing to achieve CCE KPI & SLA
  • Audit calls and identify the training requirements.
  • Key Deliverables
  • Quality Scores
  • Client SLA achievement
  • Improve CSAT
  • Low attrition & High Productivity
  • Attendance compliance
  • Client satisfaction
  • Professional Experience
  • 2-3 years of work experience.
  • Education
  • Any Graduate

• Minimum of 3 years of experience in a team leadership role, preferably in a customer care or call center environment.
• Proven track record of successfully leading and motivating teams, with a focus on customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers.
• Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent time management and organizational skills, with a focus on meeting deadlines and achieving goals.
• Flexibility to adapt to changing work schedules and handle after-hours or weekend shifts as needed.
• Strong knowledge of customer service best practices and a customer-centric mindset.
• Willingness to continuously learn and stay updated with industry trends and advancements.