Team Leader

Key Responsibilities

• Communicate comfortably in both English and Hindi
• Conduct daily pre-shift meetings and align team on expectations
• Maintain shrinkage and attrition control within acceptable limits
• Share daily APR with team and set clear expectations
• Track agent performance in real-time and provide effective feedback
• Escalate non-improvement cases by following HR policies
• Assist advisors with process-related issues as needed
• Share timely reports with relevant stakeholders
• Address groups effectively and confidently
• Identify agents areas of improvement, create action plans, and ensure follow-up
• Work in a 24x7 process with rotational week-offs and no fixed public holidays
• Take KRA calls or log in if required
• Conduct daily call listening to assess improvement areas
• Ensure team meets KPI targets such as Shift Adherence%, Attrition%, CSAT, and agent bucketization