Team Leader Customer Support
Bengaluru, Karnataka
Job Summary & Responsibilities:
● Managing day to day planning, operational challenges and solving problems of a team of agents.
● Monitor, identify and resolve performance/behaviour issues using prescribed performance management techniques
● Helping team members to overcome the performance barriers by effective coaching and feedback consistently.
● Attrition Management, managing attendance and staffing based on present day scheduling on a day to day basis
● Conduct pre-shift and post shift huddles to discuss the day to day updates on policies and procedures
● Conduct Team meetings periodically and discuss team achievements and shortfalls. Involve team in decision making to set up a plan for the month based on shortfalls.
● Adhering to Process SLA
● Conduct periodic Call Calibrations within the team with best practice sharing as the objective.
Requirements:
● 2+ years of experience in a similar role
● Should have Excellent communication skills in English. Kannada and Hindi language will be added advantage
● Should be good in MS excel and possess good analytical skills
● Good Team player with a positive attitude
● Ability to work under pressure
● Should be flexible with Shifts.