Team leader

Role and Key Responsibilities :

• Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to direct reports, enabling consistent high performance delivery
• Identify performance related issues, develop an action plan for improvement and implement corrective action
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training

Key skills & knowledge :

Educational Qualification   : Graduation

Skills Required

Kra, KPI, CSAT, shrinkage , Attrition