Team Lead

3 days ago

Shillong, India [24]7 Full time

Prefer from Operations Inbound Sales (International) background.

Job Summary:

Team Lead is a supervisor who will be assigned a team of 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/Calibrations

Job 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.

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