Team Lead

To conduct pre and post shift meetings and to make monthly/weekly duty roster for CSR’s
To manage the day to day operations, planning and problem solving of a team of agents to meet with the required service level component.
To ensure that agents have adequate product knowledge to handle customer’s queries
To act as the communication conduit between the front liners and the management and to ensure Delivery of service level components, quality and productivity targets and indicators
Operational management: Managing the floor, adherence to schedule, Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call
Compiling reports on team performance
Communication and being a focal point of dissemination of information from management to team
To ensure that all the team members are following organization’s rules and regulations, code of ethics