Team Leader

Should be able to speak & understand English & Hindi comfortably

Should conduct daily pre-shift meetings

Should be able to maintain shrinkage & Attrition

Daily APR sharing with team & expectation settings accordingly. Should Review agents daily/weekly/MTD

Hourly/real time tracking & effective feedback sharing with team

If agent is not improving after several feedbacks then Sr TL should follow the HR policies for further consequences

Should have the knowledge of excel workings

Should be able to help advisor if any of process related issue occurs to them

Timely report sharing if any

Should be able to address the group of people

Should be able to find the Area of improvement of agents, prepare action plan & then further adherence to ensure the concern is fixed

Considering 24*7 Process, Week off & shifts will be rotational (Basis process requirement). Also all public and national holidays will be working

If requires, should take KRA calls/login (Self login). Also Daily call listening should be done to check the Area of improvements in team

Should meet the given KPI target of Team Shift Adherence%, Attrition%, CSAT & agents bucketization%