Team Leader

Job Description

The company helps clients do business better by leveraging our industry- wide business experience, software expertise and comprehensive portfolio of services. It is the Coimbatore s first global IT Company. The company reorganized into two units in 2000 to streamline the business and operate more efficiently. Its core units now include.Experience: Minimum 1 yr. experience as a voice process agent (International voice process) and minimum 1 yr. experience as a Team leader (International voice process). Night shift Free 2 way cab provided 2 week off Split and rotational Should join immediately to 15days max.If selected, then has to undergo training for 2- 3 months in our head office Coimbatore, Tamil Nadu. Accommodation and travelling (first and last) will be given by the company Age limit 32yrs maximum. Both male and female are preferred. Work Location: Bannerghatta road, Bangalore Salary : 4.5LPA CTC The Team Leader is primarily responsible for supervision and middle level management of all calling activity in the CRM division. Apart from being responsible for ensuring productivity metrics and quality, he/ she is also responsible for the individual team s contribution towards achieving company goals and objectives. The Team Leader is also responsible for handling escalations as well as handling calls to meet the client and/ or internal SLAs of the programs. Supervise assigned team members and ensure client deliverables are met within the established timelinesResponsible for ensuring productivity targets (Daily/ Weekly/ Monthly/ Quarterly/ Yearly) are achievedCreate and maintain daily incident reports for all possible scenarios based on historical trendsConduct daily team meetings, pre and/ or post shiftTrain, coach, and mentor associates per process requirementsHandle escalation calls on an as needed basis and help associates to learn on- the- jobRemote monitor and side jack with associates to provide real- time coaching and mentoring Conduct constant 1:1 meetings with associates to provide feedback and motivationConduct constant group review meetings to discuss team performance and areas of opportunities and improvementMaintain and conduct monthly performance review sessions with all associatesInitiate Performance Improvement Plan for associates where necessary and provide necessary guidance and coaching to help associates come out of PIPDo daily call audits to figure out real- time opportunities for areas of improvementRecognize top performers in the team and assign additional responsibilities to such individualsManage attrition by developing a good, positive working relationship with the associates Groom associates to become Team Leaders and continually provide them opportunities for learning new skillsBe accessible and transparent with all associatesActively participate in team meetings with constructive feedback and suggestions Facilitate & contribute in the training process towards continuous education programsShould be willing to travel to our satellite centers for any new assignments at any point in timeTrack individual effort/ output and provide feedback wherever necessary to the team towards constant improvement.Provide necessary on- the- floor training to team as deemed necessary Contribute in developing tools for efficient production managementEnsure safe handling of systems and equipment providedExercise tact, patience and professionalism at all times in responding to customers regardless of issue or customer demeanor.Ensure accurate collection of data from the customer in order to simplify verification proceduresEnsure building up of a good image for the company by following proper work ethics,

Keyskills :
productivity feedback business target relationshipmanagement eetings train customers agent quarterly