Team Lead

4 weeks ago

New Delhi, India [24]7.ai Full time

Job Summary:Team Lead is a supervisor who will be assigned a team of Voice Process associates to coach and lead towards achieving client goals.KRA:- Plan Schedule SLAs (Service Level Agreements) timely and efficient execution - Study and understand data and make data driven decisions to drive performance - Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet - target Goals - Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action) - towards outperformance - Conduct complete breakdown analysis on process failures, re-engineer work strategy, - functions for better results - Set Long term and Short term goals, work out required staffing, training needs, Quality - requirements to achieve goals - Monitor chats from a holistic perspective, which includes maintaining quality, basic - language and product level monitoring and share feedback with agents - Plan and carry out coaching conversations with team members to help them improve - performance - Able to lead Client calls/CalibrationsJob Responsibilities:- Team Leader for Blended process is the first contact for all the agents and SMEs. - Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives. - Communicate objectives on a daily, hourly and monthly basis to the front line associates. - Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement. - Deliver constructive feedback on their skills and performance. - Communicate training and policy & procedure issues and needs to suppliers training personnel. - Track observed agent performance versus goals on an hourly basis. - Motivate and encourage the assigned team of associates. - Conduct effective CSR screening interviews, as required or needed. - Review and audit all Passive and Negative Survey chats per agent daily (real-time). - Supervisor ratio should be a minimum of 1:15 ratio.Minimum requirements (Education Qualification & Work Experience):- Education Qualification: Bachelor's degree - Work Experience: 3+ years of experience

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