A Team Leader leads and coordinates a large team of customer service executive and ensures all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.
Key Accountabilities/ Responsibilities
Leads a team of 12- 20 customer service associates and motivates them to achieve the team SLA.
Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality
Floor walks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
Listens to calls and coaches the team to enhance performance.
Monitors the calls taken by the associates and provides them feedback.
Interacts with the quality team to seek feedback on the teams performance and team quality scores.
Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary
Devises strategies to minimize attrition & absenteeism.
Organizes training program for the associates.
Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
Holds team briefing and de- briefings before and after each shift.
Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
Initiates and administers the rewards and recognition program for the team.
Organizes the monthly team outings in coordination with the associates and the team members.
Firstsource is an innovative provider of customer-centric business process services. With a... network of 48 delivery centers spread across US, UK, Philippines, India and Sri Lanka, Firstsource provides services to organizations in the Healthcare, Communication, Publishing, Banking, Financial Services and Insurance industries. The company’s services – Customer Management, Data Processing and Collections – complemented with best-of-breed processes, intellectual property (IP) assets, and quality of service help clients not only improve customer satisfaction but also reduce operational costs, record process improvements and more importantly focus on core competence.
Driven by the Rightshore delivery model with 70% employees located onshore and 30% offshore, the company ensures client proximity, better understanding of the domain as well as the market, and more effective communications so as to ensure delivery excellence. Read full description