Team Leader

Suntel Global

1. Be in charge of running and managing the team on a daily basis

2. Set performance targets for all associates in the team to meet up with overall process objectives

3. Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to meet the SLA's

4. Monitor files of team members to ensure that due procedures and quality standards are strictly adhered to

5. Conduct regular review of all agents performance and organize training sessions for under performers

6. Submit regular reports to management and seek new ideas and strategies to improve performance at the center

7. Manage the daily team activities and operations.

8. Drive Team adherence and manage scheduling.

9. Managing Escalations (Internal & External)

10. Run reports & conduct a thorough analysis of the missed KPI's & draw an effective action plan.

11. Performance management and appraisals of the team.

12. Conduct weekly reviews & present an action plan to the Management.

13. Conduct one on one, skips with the team.

14. Feedback and Coaching.

15. Knowledge management for the team and quality control.

16. Apply performance management strategies - action plans, BQ planning.

17. Responsible for people/ employee career development.

• Experience

  1 - 7 Years

• No. of Openings

  5

• Education

  B.A, B.Arch, B.B.A, B.C.A, B.Com, Advanced/Higher Diploma, Any Bachelor Degree, Professional Degree

• Role

  Team Leader

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office