Team Leader

18 hours ago

Mohali, Punjab, India Teleperformance (TP) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

A domestic inbound Team Leader in operations oversees a team handling incoming calls or processes, focusing on performance, quality, and efficiency. Key responsibilities include monitoring and coaching team members, managing daily operations, handling escalations, and ensuring team performance meets targets and service level agreements (SLAs). The role also requires leading and motivating the team, developing staff skills, and maintaining positive team morale and customer satisfaction.

Responsibilities

  • Team Management:
  • Lead, motivate, and mentor a team to achieve performance goals.
  • Conduct team huddles, training, and daily briefings.
  • Conduct one-on-one coaching sessions to improve agent performance and skills.

  • Manage team schedules and day-to-day activities.

  • Performance Monitoring:

  • Monitor individual and team performance against key metrics (e.g., call handling, customer satisfaction, SLA compliance).
  • Analyze reports and identify areas for improvement.
  • Hold team members accountable for performance expectations.
  • Operational Oversight:
  • Ensure the team follows standard operating procedures (SOPs) and company policies.
  • Manage and resolve customer escalations to ensure service quality.
  • Ensure the team meets daily and weekly targets.
  • Process and Quality:
  • Ensure quality control and customer service standards are met.
  • Provide feedback to team members on call quality and process adherence.
  • Collaborate with other departments to improve processes and address gaps.
  • Staff Development:
  • Identify and help close knowledge and skill gaps through training.
  • Manage personal development goals for team members.
  • Contribute to a positive and productive work environment.

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