Job Responsibilities
Responsible for maintaining discipline and managing absenteeism of the team on the floor.
Responsible for staff retention within the team.
Coordinate between Managers and Team Members.
Ensure prompt and accurate service and achievement of targets.
Responsible for Team Building and Implementation of Processes.
Handle and mentor the team.
Provide performance feedback sessions to agents.
Analyze various reports, including process dashboards and team performance reports.
Should have working knowledge of AHT and WFM.
Primary focus on achieving SLA.
Motivate associates through effective management, career development, and implementation of reporting mechanisms.
Ensure timely submission of Operations Review.
Prepare rosters and manage shrinkage.
Conduct audits and share feedback with team members.

Monitor team performance and report on metrics.

Possess good analytical skills and expertise in MS Excel.

Qualifications

- At least 1 year of Team Leader (TL) experience on paper in an International Voice Process.

Salary Package

- 5 LPA to 5.5 LPA