Job Description
Team Leader Job Description
1. Team Management Operations
Supervise and manage a team, ensuring adherence to business rules and processes.
Allocate daily work based on team member strengths and capacity to ensure smooth operations.
Monitor team attendance for the day and update records for unplanned leaves.
Monitor the live dashboard to ensure real-time visibility of team performance.
Manage SLA and ensure the team meets daily and weekly performance commitments.
2. Performance Monitoring Target Tracking
Evaluate individual and team performance metrics, including quality scores and customer satisfaction ratings.
Check weekly mandatory days target and ensure compliance.
Update D-1 (yesterdays) team performance and identify gaps.
Speak with D-1 defaulters to address issues and set corrective action plans.
Prepare and present daily, weekly, and monthly performance reports.
3. Communication, Reporting Coordination
Check mailbox regularly and revert/respond wherever required.
Escalate operational or process issues to the unit team via Whats-appgroups and email whenever needed.
Update all daily updates received from email and Whats-appgroups onto the board and the daily update sheet.
Maintain and circulate MOM(Minutes of Meeting) and ensure SOP adherence.
4. Quality Assurance Auditing
Conduct call audits as per SOP to ensure quality and compliance.
Provide structured feedback to agents based on call audits to improve service delivery.
Maintain quality standards and implement corrective coaching where required.
5. Coaching, Training Development
Provide continuous coaching, guidance, and refresher training to enhance team skills and customer service capabilities.
Promote a positive, disciplined, and collaborative team environment.
Address and resolve team-level conflicts promptly and professionally.
This job is provided by Shine.com
