Team Lead for Indias Biggest BPO Brand

Responsible for maintaining discipline and absenteeism of team on the floor.

• Responsible for staff retention within the team.

• Coordination between Managers and Team Members.

• Ensure prompt and accurate service and achievement of targets.

• Responsible for Team Building & Implementation of Processes

• Team handling and Mentoring.

• Performance feedback session to be provided to agents.

• Analyze various reports including process dashboards & team performance reports.

• Should have working knowledge of AHT and WFM.

• Primary focus on achieving SLA.

• Motivating associates through effective management, career development & implementation of reporting mechanism.

• Timely Submission of Operations Review

• Preparing roster and manage shrinkage

• Conduct audits & share feedback with team members

• Monitor team performance and report on metrics

• Good analytical skills, expertise in MS Excel

Need 1 year of TL Experience on papers atleast in International Voice Process

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