Team Leader

4 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 Accountabilities
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 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 work
Experience/Qualification

•Graduate

• Currently working as a Team Leader for min 1 Year
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