Team Leaders

• Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures.
• Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and sales targets.
• Constant coaching, monitoring and training to enhance their skill set, product knowledge and customer service capabilities.
• Assigning tasks, projects and client assignments based on each team member’s skill set and workload capabilities.
• Maintaining quality standards in BPO and conducting frequent quality audits to identify improvement areas and provide feedback to agents.
• Lead the team to meet and exceed client expectations regarding customer service
• Provide backup support to the team and make sure department goals are met
• Provide motivational support to team members to maintain high morale and productivity
• Answer incoming calls, emails and web-based submissions, directing and assisting customers as needed
• Conduct performance reviews, deliver coaching to the team so they perform at the highest levels