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About the Role
Job Title ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂàTeam Leader ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂàCustomer Services
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Qualification: Graduate
Additional: Post Graduate
- Service delivery from the team.
- Quality monitoring, feedbacks, people management.
- Setting up process targets, identify CTP and CTQ and manage performance accordingly
- Manage the process as per the agreed SLA etc. Should have a minimum of 6 months experience in handling an inbound voice or an email team.
- Inbound TLs should have experience in working with Avaya CMS.
- Should have experience in queue management.
- Should be able to drive KPI/KRAs amongst the team members.
- Regular coaching and feedbacks to agents. Identify areas of improvements and means to address it.
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- Candidates should be a TL on papers and not acting TL/ SME.
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Desired Candidate Profile
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- Strong written communication skills
- TL would be required to deliver performance from a group of agents
- Improve processes, monitor performance, team management
- Minimum experience of 1 year as a Team Leader
