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.

• Social channel - Contact centre KPI such as Frist response SLA, Avg. first response, Avg resolution, Abundance, productivity and Repeat Calls etc. 
• Responsible for social channel - contact center operation team Quality improvement opportunities.
• Flexible to work on-shift assignments if required.Analysis of Customer Satisfaction vs. Dissatisfaction. 
• Create an inspiring team environment with an open communication culture.
• Set clear team goals and make sure team all achieve the monthly set KPI.
• 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 social channel - 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 CSO)

• Possess at least a Bachelor's Degree or Post Graduate Diploma.
• 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.
• At least 2 year(s) of working experience and managing a team in the related field is required for this position. 
• Well knowledge or experience in social/ Omni channel platform would be an major advantage.
• Experience working in contact centre of banking / financial services would be an added advantage.