Should be able to speak & understand English & Hindi comfortably
Should conduct daily pre-shift meetings
Should be able to maintain shrinkage & Attrition
Daily APR sharing with team & expectation settings accordingly. Should Review agents daily/weekly/MTD
Hourly/real time tracking & effective feedback sharing with team
If agent is not improving after several feedbacks then Sr TL should follow the HR policies for further consequences
Should have the knowledge of excel workings
Should be able to help advisor if any of process related issue occurs to them
Timely report sharing if any.
Should be able to address the group of people
Should be able to find the Area of improvement of agents, prepare action plan & then further adherence to ensure the concern is fixed.
Considering 24*7 Process, Week off & shifts will be rotational (Basis process requirement). Also all public and national holidays will be working
If requires, should take KRA calls/login (Self login). Also Daily call listening should be done to check the Area of improvements in team
Should meet the given KPI target of Team Shift Adherence%, Attrition%, CSAT & agents bucketization%

Team Leader

Job Description