Team leader

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes

Prepare notes from the huddle meetings and share it with the team

Prepare and share the performance data of the team with the client at the end of the shift

Interact with the client and prepare note to share updates and changes with the team

Review the performance on the key process metrices and conduct RCA to improve quality parameters

Prepare presentation on weekly and monthly performance data for the manager to be shared with the client

Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

Be part of the discussion between manager and WFM team on forecast and number of agents required

Organize fun hours on Friday for the team to promote team engagement

Identify opportunities for automation within the account and share it with the manager

Provide details and data to the automation team to support the automation initiative