Team Lead
Gratitude IncTeam Lead
Job Description
Key Skills
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• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.
• Review and resolve issues.
• Meeting KPIs and client defined targets.
• Training and coaching on floor.
• Quality and feedback for team members for driving performance.
• Perform quality evaluations and provide coaching/feedback on performance to team members
• Process Improvement and increasing efficiencies.
• Communication with internal and external stakeholders
• Reporting and analysis on reports and avenues for improvement.
• Work in Collections target orientation environment
• Manage shrinkage & absenteeism; Attritions etc.
• Outlier agent support/management
• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required
• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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