Team Leader

• 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

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

Skills : team handling,bpo call center,sales