Team Lead - Hyderabad, India - MJ

Description

Responsibilities

• Responsible In Managing a Team of 20 to 30 Agents.
• Setting And Meeting Performance Targets for Accuracy, Efficiency and Quality
• Ensuring meeting SLA.
• Monitor the performance standards of the team against planned objectives and recommending and/or taking corrective actions.
• Document, examine and report quality issues their response and suggest possible improvements
• Taking care of attrition and shrinkage.
• Monitor team performance, productivity and service levels.
• Ensure systematic feedback to team members on their performance.
• Handling Escalations.
• Drive the team to achieve the quality targets.
• Daily reports

Qualifications

• Graduate in any discipline
• Should Have Minimum 2 to 5 years of experience as Team Leader in Inbound process (Customer service)
• Should have good written and verbal communication skills
• Flexible with 6 days working
• Ready to work from Office