Team Leader JD
Minimum Qualification Graduate
Years of
Experience 3 to 5 Years of Banking Domain Call Center Experience
To ensure that the daily and monthly sales targets are met
Analyze various reports to enhance productivity and conversions
Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
Achieve KPI and productivity targets for the team
DO KRA management and reporting
Prepare and submit periodic Team performance reports.
Call handling to develop first hand sensing of customer pulse and manage irate customers.
Audit Calls and identify the training requirements of each Team Member.
Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as
Job required.
Responsibility To ensure that at no point in time the team lacks supervision.
Team Leads are responsible for staff retention
Attending call calibrations with quality and training team.
Preparing monthly TL review to gauge individual and teams performance.
Client interaction as and when required; incorporate feedback into the system.
Give timely & real time feedback with a view towards improving Operational and individual efficiency
Absenteeism and attrition management
Contribute to adding value to the engagement
Scheduled regular coaching and feedback
Monitor and maintain quality of interaction with customers.
Working knowledge of MS Office and Computers
Dialler and Data Management
Quick learning of new products and processes
Skills Team Management and Client Management &
Required Communication Skills Good
Presentation skills
MIS knowledge
Coaching and feedback skills
Sal - Offered 3.5Lpa
