Team Leader Inbound
Job Description
Job Summary / Overview
The Team Lead role is intended to provide immediate and on the floor support
Be responsible for team performance against established scorecards at the individual agent level.
Expectation being that 80% (or more) of time is spent focused on performance of assigned team members.
Key Responsibilities and Accountabilities
He/She will be responsible for a team of associates.
Resolve agent and customer issues.
Be directly responsible for the overall performance of team members
Conduct performance reviews and team meetings- Conduct monitoring and coaching sessions.
Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.
Achieve Call Quality requirements as outlined via Call Monitoring Guidelines
Achieve Productivity requirements and performance delivery as outlined via Operation scorecard.
Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelines
Competencies and Specific Skills
Communication Skill (Oral and Written)
Creativity
MS Office
Decision making
Flexibility
Initiative
Interpersonal skills
Innovative
Judgement
Planning and organization
Presentation and public speaking
Stress tolerance
Team building/teamwork
Experience/Qualification
Graduate
Currently working as a Team Leader for min 6 months
Experience in shipping & logistics vertical
Total BPO experience 3-6 years