Skills And Tools:
We are looking for Team Leaders who can provide not only the superior customer experience but can also demonstrate operational excellence (service level, quality, productivity, policy adherence, etc.
- Optimize CSRs performance from both a quality and efficiency perspective
- Provides statistical and performance feedback and coaching on a regular basis for each team member.
- Address disciplinary and/or performance problems according to company policy.
- Drive knowledge transfer within the team
- Roster distribution to achieve the target
- Provide input/feedback to Management team where required
- Remain well versed in Call Monitoring policies, procedures, standards and documentation
- Min years of exp: 2-5 years of experience with minimum 1 year as a TL in an offshore call center
- Language Proficiency: Excellent written and Spoken English
- Ability to work with rotational shifts