Role & Responsibilities

• Manages and oversees the activities of a team of OSRs, ensuring that each individual performs at par with the standards set by the company and the client.
• Monitors the performance of each team member against specified account / program metric, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded.
• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback giving), as well as data reporting on the teams performance.
• Performs administrative duties for the team, motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.
• Ensures that each team member meets / exceeds his or her goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised, handles escalations, and maintains transparency with the group on team / individual performance achieved.
• Analyzes and determines what affects agent / team performance, establishes solutions.
• Prepares and submits reports on team performance to the Operations Manager.
• Manages the queue to drive operational efficiency.

Preferred Candidate Profile

• Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible)
• Minimum 1 Year of experience as Team Lead is required in International Telecom Voice Process
• Excellent communication in English.
• Should be comfortable in night shifts and rotational week offs.
  

Perks and Benefits

• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance