Team Leader- BPO

Job Description

KEY RESPONSIPONSIBILITIES:

Responsible In Managing The Team of 20 to 30Agents.

Setting And Meeting Performance Targets for Accuracy, Efficiency and Quality and

Ensuring meeting Clint's SLA.

Monitor and Track the performance with respect to SLA's, Clint satisfaction.

Maintaining Up-to-date Knowledge of Process developments.

Assist with Assistant .Manager/Manager from the end User's Point of View.

Monitor the performance standards of the team against planned objectives, and recommending

and/or taking corrective actions.

Document, examine and report quality issues their response and suggest possible improvements.

Taking care of attrition and shrinkage.

QUALIFICATION & EXPERIENCE:

Graduate or 10+2+3, with good Communication

Should Have Minimum 2-5 years of experience as Team Leader in Inbound process (Customer

service) and must know Hindi, English and Telugu

Monitor team performance, productivity and service levels.

Ensure systematic feedback to team members on their performance.

Handling Escalations.

Drive the team to achieve the quality targets.

Daily report