Telecalling Team Leader

Required skills
- Good at problem solving
- Good at organizing and multitasking
- Able to explain technical problems in simple terms
- Good Team Player & motivator
- Dedicated to continually update knowledge
- Clear understanding of employer’s systems, portal & CRM
- In depth knowledge of the basic network infrastructure

RESPONSIBILITIES
- Performance monitoring on AHT, Login hours, Quality.
- Identify defaults on Business critical Accuracy and help the agent achieve them.
- Coach the agents on product and process gaps.
- Highlight the unacceptable behaviors and report to the actionable team.
- Maintain performance reports of the team.
- Part of the calibration sessions with stake holders.
- Auditing the Escalation calls and resolving the queue between the TAT allotted.
- Call disposition reports were audited on the regular basis and published to the team along with feedback.
- Creation of Daily reports.