Teleperformance | Team Lead

Job Summary / Overview• The Team Lead role is intended to provide immediate and on the floor support• Be responsible for team performance against established scorecards at the individual agent level.• Expectation being that 80% (or more) of time is spent focused on performance of assigned team members.Key Responsibilities and AccountabilitiesHe/She will be responsible for a team of associates.• Resolve agent and customer issues.• Be directly responsible for the overall performance of team members• Conduct performance reviews and team meetings• Conduct monitoring and coaching sessions.• Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.• Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.• Achieve Call Quality requirements as outlined via Call Monitoring Guidelines• Achieve Productivity requirements and performance delivery as outlined via Operation scorecard.• Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.• Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelinesCompetencies and Specific Skills• Communication Skill (Oral and Written)• Creativity• MS Office• Decision making• Flexibility• Initiative• Interpersonal skills• Innovative• Judgement• Planning and organization• Presentation and public speaking• Stress tolerance• Team building/team workExperience/Qualification•Graduate• Currently working as a Team Leader for min 6 monthsExperience in shipping & logistics industry vertical• Total BPO experience 3-6 years AGG