Team Leader

Job Description

Team Management - Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures. Performance Monitoring - Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and sales targets. Coaching and Training - Team Members need constant coaching, monitoring and training to enhance their skill set, product knowledge and customer service capabilities. Work Allocation -Assigning tasks, projects and client assignments based on each team members skill set and workload capabilities. Quality Assurance - Maintaining quality standards in BPO and conducting frequent quality audits to identify improvement areas and provide feedback to agents.