Team Lead

JOB SUMMARY:

The Team Leader is primarily responsible for supervision and middle level management of all calling activity in the CRM division. Apart from being responsible for ensuring productivity metrics and quality, he/she is also responsible for the individual teams contribution towards achieving company goals and objectives. The Team Leader is also responsible for handling escalations as well as handling calls to meet the client and/or internal SLAs of the programs.

• Supervise assigned team members and ensure client deliverables are met within the established timelines

• Responsible for ensuring productivity targets (Daily/Weekly/Monthly/Quarterly/Yearly) are achieved

• Create and maintain daily incident reports for all possible scenarios based on historical trends

• Conduct daily team meetings, pre and/or post shift

• Train, coach, and mentor associates per process requirements

• Handle escalation calls on an as needed basis and help associates to learn on-the-job

• Remote monitor and side jack with associates to provide real-time coaching and mentoring

• Conduct constant 1:1 meetings with associates to provide feedback and motivation

• Conduct constant group review meetings to discuss team performance and areas of opportunities and improvement

• Maintain and conduct monthly performance review sessions with all associates

• Initiate ‘Performance Improvement Plan’ for associates where necessary and provide necessary guidance and coaching to help associates come out of PIP

• Do daily call audits to figure out real-time opportunities for areas of improvement

• Recognize top performers in the team and assign additional responsibilities to such individuals

• Manage attrition by developing a good, positive working relationship with the associates

• Groom associates to become Team Leaders and continually provide them opportunities for learning new skills

• Be accessible and transparent with all associates

• Actively participate in team meetings with constructive feedback and suggestions

• Facilitate & contribute in the training process towards continuous education programs

• Track individual effort/output and provide feedback wherever necessary to the team towards constant improvement.

• Provide necessary on-the-floor training to team as deemed necessary

• Contribute in developing tools for efficient production management

• Ensure safe handling of systems and equipment provided

• Exercise tact, patience and professionalism at all times in responding to customers, regardless of issue or customer demeanor.

• Ensure accurate collection of data from the customer in order to simplify verification procedures

• Ensure building up of a good image for the company by following proper work ethics

• Be a role model worthy of emulation by doing the right things in the right way

RESPONSIBILITY & AUTHORITY

1. Responsible For: Achieving individual and team targets.

2. Supervision Given: Will have to groom and manage a team of associates.

3. Supervision Required: Shall report to the Process Manager.

Candidates should be willing to work in

• A sales process
• Continuous night shifts
• Rotational shift timings
• Rotational weekly offs