Team Leader

3 weeks ago

Gurgaon, Haryana, India TP Full time
Job Summary / Overview
• The Team Lead role is intended to provide immediate and on the floor support
• Be responsible for team performance against established scorecards at the individual agent level.
• Expectation being that 80% (or more) of time is spent focused on performance of assigned team members.Key Responsibilities and AccountabilitiesHe/She will be responsible for a team of associates.
• Resolve agent and customer issues.
• Be directly responsible for the overall performance of team members
• Conduct performance reviews and team meetings.
• Conduct monitoring and coaching sessions.
• Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
• Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.
• Achieve Call Quality requirements as outlined via Call Monitoring Guidelines
• Achieve Productivity requirements and performance delivery as outlined via Operation scorecard.
• Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
• Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelinesCompetencies and Specific Skills
• Communication Skill (Oral and Written)
• Creativity
• MS Office
• Decision making
• Flexibility
• Initiative
• Interpersonal skills
• Innovative
• Judgement
• Planning and organization
• Presentation and public speaking
• Stress tolerance
• Team building/team workExperience/Qualification
•Graduate
• Currently working as a Team Leader for min 1 Year

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