Team Leader (TL)

Team Leader (TL)

Conneqt Business Solutions Limited
Hyderabad / Secunderabad
2 - 5 Years
Not Specified

Job Description

JOB RESPONSIBILITIES:
• Analyze various reports to enhance productivity and conversions
• Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
• Achieve KPI and productivity targets of Self & Team.
• Monitor and maintain quality of interaction with customers.
• Prepare and submit periodic Team performance reports.
• Call handling to develop first hand sensing of customer pulse and manage irate customers.
• Audit Calls and identify the training requirements of each Team Member.
• Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
• Team’s individual target/Unit qualitative and quantitative targets are met.
• To ensure that at no point in time the team lacks supervision.
• Team Leads are responsible for staff retention
• Handling team & shop floor escalations calls and providing end to end resolutions.
• Attending call calibrations with quality and training team.
• Preparing monthly TL review to gauge individual and teams performance.
• Client interaction as and when required; incorporate feedback into the system.
• Give timely & real time feedback with a view towards improving Operational and individual efficiency.
• Administratively manage a team of Customer Service Executives along with their performance.

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About Recruiter

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Functions : Customer Service/Call Centre/BPO

Industries : ITES/BPO

Skills/Roles I hire for: Service

level Hiring For: Junior Level, Mid Level, High Level

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