Team Leader
3 weeks ago
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.
He/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 guidelines.
Competencies and Specific SkillsRequired competencies include:
- 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 work
To be successful in this role, candidates should have:
- Graduate degree
- At least 1 year of experience working as a Team Leader
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