Team Leader                                               

Position Summary                                     

The team leader is expected to be responsible for the overall performance of his team members. The team leader will manage his team’s attendance, performance delivery, and quality of the delivery. S/He will also act as a Subject Matter Expert (SME) on the product and processes.

Roles and Responsibilities

• Managing an average team size of 17 members.
• Need to be approachable and supportive towards the team.
• Achieve targets of sales and service.
• To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity
• Attrition and shrinkage management. Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
• Prepare schedules for the teams and ensure attendance.
• Compliance to login, log out & scheduled breaks of agents.
• Ability to evaluate calls, coach and provide feedback.
• Responsibility for delivery of the defined customer experience in every interaction.
• Work very closely with team members to solve customer problems.
• Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.
• Ensure all Company policies and procedures are implemented consistently and fairly.
• Conducting performance appraisals for the team.
• Demonstrates high levels of integrity and personal standards in all work related situations

Education & Experience

• Graduates with relevant experience
• Minimum 1 year of experience as Team Leader. Contact center experience is mandatory.
• Preferably from BFSI Customer Service.

Internal Notes:

\Candidate should have 1 Year exp as a Team Lead on paper. Candidate should have sales exp Candidate should be from a BPO background. Sal up to 4 LPA. BFSI exp will be preferred. Traveling Allowances 2k If someone wants to travel...bus facility is there someone got selected who os staying out of Hyderabad...company will bare traveling and accommodation for 3 days