Team Lead

24 hours ago

Shillong, India [24]7.ai 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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