Responsibilities-

<ul>
<li>Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.</li>
</ul>

<ul>
<li>Team Lead may be required to be a part of Client Calls – Agent Focus Group Discussions.</li>
</ul>

<ul>
<li>Team Lead has to re-inforce and drive all product related updates in team and handle escalated calls</li>
</ul>

<ul>
<li>Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.</li>
</ul>

<ul>
<li>Ensure that all compliance related to policy and procedures are adhered to by agents on calls.</li>
</ul>

<ul>
<li>Team Leads are responsible for staff retention.</li>
</ul>

<ul>
<li>Team Lead has to conduct and manage appraisal discussions (PMS) with agents.</li>
</ul>

<ul>
<li>Quality/AHT/Sales/CSAT Metrics – Ensure timely download of process updates/product guidelines.</li>
</ul>

<ul>
<li>Manage Attrition and plan career mapping for agents.</li>
</ul>

Essential Requirements

<ul>
<li>Graduate in any discipline</li>
</ul>

<ul>
<li>Excellent communication and analytical skills and MS-Office</li>
</ul>

<ul>
<li>Open to work in 24X7 shifts.</li>
</ul>

<ul>
<li>6 Months to 2 Yrs. Of experience in Team Handling role</li>
</ul>

<ul>
<li>Graduate would be preferred </li>
</ul>

Team Leader Operations

Responsibilities- Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team. Team Lead may be required to be a part of Client Calls – Agent Focus Group Discussions. Team Lead has to re-inforce and drive all product related updates in team and handle escalated calls Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team. Ensure that all compliance related to policy and procedures are adhered to by agents on calls. Team Leads are responsible for staff retention. Team Lead has to conduct and manage appraisal discussions (PMS) with agents. Quality/AHT/Sales/CSAT Metrics – Ensure timely download of process updates/product guidelines. Manage Attrition and plan career mapping for agents. Essential Requirements Graduate in any discipline Excellent communication and analytical skills and MS-Office Open to work in 24X7 shifts. 6 Months to 2 Yrs. Of experience in Team Handling role Graduate would be preferred

Team Leader Operations in Gurugram (UID-16352)

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Job Description for Team Leader Operations

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