Team Leader- BPO

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