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Job Description
- Ensure punctuality, productivity, positive attitude, as well as coherence and harmony among team members;
- Lead team towards achieving a common goal, giving necessary guidance and support;
- Motivate team members to work under pressure and cope with stressful environments;
- Perform skill development activities such as training, and one-on-one coaching meetings;
- Maintain and enhance the company standard of customer satisfaction through empowering team members.
- Ensure that team results are meeting with accounts’ predefined goals in terms of quality, productivity and KPI’s
- Monitor agents’ performance through running quality check activities on calls and reporting;
- Give feedback on employee performance via formal and informal channels;
- Detect possible performance gaps and address them using suitable techniques.
- Take necessary actions pertaining under-performing employees
- Reward good behavior and achievement with recognition
- Generate monthly reports like conformance and adherence
- Escalates significant problems to call center management and follow up on progress
- Monitor and report floor performance on assignment acting as a floor supervisor
Job Requirements
- Bachelor degree
- Call center experience as a team leader for minimum 1 Year, offshore account is a plus
- Clear and effective communication skills
- Leadership and coaching skills
- Problem solving skills
- Tolerance and emotional steadiness
- Achievement Orientation
- Time management skills
- Attention to detail