Roles and Responsibilities:

• Responsible for maintaining discipline and absenteeism of team on the floor.


• Responsible for staff retention within the team.


• Coordination between Managers and Team Members.


• Ensure prompt and accurate service and achievement of targets.


• Responsible for Team Building & Implementation of Processes


• Team handling and Mentoring.


• Performance feedback session to be provided to agents.


• Analyze various reports including process dashboards & team performance reports.


• Should have working knowledge of AHT and WFM.


• Primary focus on achieving SLA.


• Motivating associates through effective management, career development & implementation of reporting mechanism.


• Timely Submission of Operations Review


• Preparing roster and manage shrinkage


• Conduct audits & share feedback with team members


• Monitor team performance and report on metrics


• Good analytical skills, expertise in MS Excel

Experience :

Need 1 year of Team Leader Experience on papers atleast in International Voice Process