Conneqt Business Solutions jobs - Team Leader

·         Analyze various reports to enhance productivity and conversions

·         Ensure team meets and exceed Stipulated Timelines and Service level Agreements.

·         Achieve KPI and productivity targets of Self & Team.

·         Monitor and maintain quality of interaction with customers.

·         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 required.

·         Team’s individual target/Unit qualitative and quantitative targets are met.

·         To ensure that at no point in time the team lacks supervision.

·         Team Leads are responsible for staff retention

·         Handling team & shop floor escalations calls and providing end to end resolutions.

·         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.

·         Administratively manage a team of Customer Service Executives along with their performance.