Team Lead [High Salary]

Job Summary :

Team Lead is a supervisor who will be assigned a team of Voice Process associates to coach and lead towards achieving client goals.

KRA :

• Plan Schedule SLAs (Service Level Agreements) timely and efficient execution
• Study and understand data and make data driven decisions to drive performance
• Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet
• target Goals
• Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action)
• towards outperformance
• Conduct complete breakdown analysis on process failures, re-engineer work strategy,
• functions for better results
• Set Long term and Short term goals, work out required staffing, training needs, Quality
• requirements to achieve goals
• Monitor chats from a holistic perspective, which includes maintaining quality, basic
• language and product level monitoring and share feedback with agents
• Plan and carry out coaching conversations with team members to help them improve
• performance
• Able to lead Client calls / Calibrations

Job Responsibilities :

Minimum requirements (Education Qualification & Work Experience) :