Team Leader BPO
Roles Responsibilities:
• Responsible for maintaining discipline and absenteeism of the 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 mechanisms.
• 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
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• Responsible for maintaining discipline and absenteeism of the 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 mechanisms.
• 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