A Team Leader, often known as a supervisor or a Team Manager, is responsible for managing a team of advisors. The Team Leader's responsibilities are to ensure individual advisors are performing against targets, while reviewing their performance and coaching them to do so
Job Description

• Flexible to work on-shift assignments if required.
• Analysis of Customer satisfaction and dissatisfaction. 
• Create an inspiring team environment with an open communication culture.
• Set clear team goals.
• Delegate tasks and set deadlines.
• Oversee day-to-day operation.
• Monitor team performance and report on metrics.
• Motivate team members.
• Discover training needs and provide coaching.
• Agents level Monitoring and site by site feedback.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishment.
• Encourage creativity and risk-taking.
• Suggest and organise team building activities.
• Do weekly Calibration with training team for better call quality management.
• Conduct call listening join sessions for overall call handling skill improvement.
• Show improvement in AHT and reduction in repeat.
• Support contact center operation team Quality improvement opportunities.
• Share Monthly performance improvement report and do assessment with Managers.
• Publish CSO wise Quality score.(Min 15 calls each)

Job Requirements 

• Any Degree holder
• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
• Knowledge of banking product
• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills