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  • (Essential Intent of The Job) : (Specify KPI's)

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    Surya Reddy
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    The document summarizes a Team Leader position in the Customer Service department. The Team Leader will manage 3-4 reportees, motivate and coach them, and handle escalated calls to ensure team and company success. Key responsibilities include analyzing call volumes and abandoned calls, maintaining call quality through audits and feedback, and guiding agents to reduce call times and increase first call resolutions. Key performance indicators are holding weekly meetings, setting quarterly targets with the manager, encouraging respect and communication, and performing audits and quality checks. The ideal candidate will have a BBM or MBA degree.

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    GGF

    Original Title

    REOYT

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    The document summarizes a Team Leader position in the Customer Service department. The Team Leader will manage 3-4 reportees, motivate and coach them, and handle escalated calls to ensure team and company success. Key responsibilities include analyzing call volumes and abandoned calls, maintaining call quality through audits and feedback, and guiding agents to reduce call times and increase first call resolutions. Key performance indicators are holding weekly meetings, setting quarterly targets with the manager, encouraging respect and communication, and performing audits and quality checks. The ideal candidate will have a BBM or MBA degree.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    5 views1 page

    (Essential Intent of The Job) : (Specify KPI's)

    Uploaded by

    Surya Reddy
    The document summarizes a Team Leader position in the Customer Service department. The Team Leader will manage 3-4 reportees, motivate and coach them, and handle escalated calls to ensure team and company success. Key responsibilities include analyzing call volumes and abandoned calls, maintaining call quality through audits and feedback, and guiding agents to reduce call times and increase first call resolutions. Key performance indicators are holding weekly meetings, setting quarterly targets with the manager, encouraging respect and communication, and performing audits and quality checks. The ideal candidate will have a BBM or MBA degree.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 1

    Position: Department: Reporting to - Position :

    Team Leader - Customer Service Customer Service Manager Location Position Type (On Rolls/ Off Rolls/ Temporary) Vijaywada On Rolls

    No of Reportees (Team Manager/ Individual Contributor): Job Grade & Band

    3 to 4

    Sr. Executive JOB Description

    Job Purpose (Essential intent of the Job)

    To successfully manage the team, motivate, coach, inspire and handle the escalated calls.Overall responsibility for Team success by agreeing, implementing and monitoring individual and Team objectives and targets ensuring company policies and procedures are adhered to. a) To analyse the total calls received with that of the abandoned calls and share the feedback with the agents. b) To maintain the quality of calls thorugh audit and give the appropriate feedback to the agents to improvize the same. c) To guide the Agents in reducing the Average Talk Time and increase the number of First Time Resolution.

    Critical Responsibilities (Detail Key areas and actions/ activities)

    KPIs Deliverables of this role (specify KPIs)

    Hold weekly meetings discuss task delegation and review issues In conjunction with your Manager set quarterly targets and objectives Encourage respect and open communication Assist in the interview and recruitment/retention of team members Perform auditing and quality checking

    Education

    BBM / MBA

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