Team Lead

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 :

Team Leader for Blended process is the first contact for all the agents and SMEs.

Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives.

Communicate objectives on a daily, hourly and monthly basis to the front line associates.

Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement.

Deliver constructive feedback on their skills and performance.

Communicate training and policy & procedure issues and needs to suppliers training personnel.

Track observed agent performance versus goals on an hourly basis.

Motivate and encourage the assigned team of associates.

Conduct effective CSR screening interviews, as required or needed.

Review and audit all Passive and Negative Survey chats per agent daily (real-time).

Supervisor ratio should be a minimum of 1 : 15 ratio.

Minimum requirements (Education Qualification & Work Experience) :

Education Qualification : Bachelor's degree

Work Experience : 3+ years of experience