Team leader

Role: Team leader

Location: Chennai, OMR

Language: Hindi & Regional Language

Shift: General shift & Rotational Shift

JOB DESCRIPTION:

The Roadside Team Leader is responsible for providing quality and efficient support/service to agents and customers through the daily management of a team of employees. This includes motivating, recognizing, coaching, counselling, training, and problem-solving. Additionally, the Team Leader will assist the Manager with the development of staff, attendance, reporting, and handling escalations.

QUALIFICATIONS AND EXPERIENCE:

• Degree is Must
• 4- 5 years of work experience in a similar role
• Background in BPO Sector
• Computer literate MS Word, Excel, and Outlook (knowledge/experience)

ROLE RESPONSIBILITIES:

• Provide daily direction and communication to employees & emergency roadside calls are answered in a timely, efficient, and knowledgeable manner.
• Evaluate and suggest improvements for processes and procedures to increase operational efficiency and service for both internal and external customers.
• Provide statistical and performance feedback, and coach team members regularly.
• Write and administer performance reviews to help employees improve their skills.
• Ensure employees have the necessary training and resources to perform their jobs effectively.
• Address employee relations issues as expressed by team members.
• Foster a high-quality work environment to motivate team members to perform at their highest level.
• Address disciplinary and performance issues according to The company's policy and report to the Manager.
• Assist the Manager with the daily operation of the call centre.
• Ensuring that KPIs are met
• Being the point of escalation for any situation on the floor
• Evaluating and suggesting improvements to processes and procedures to increase operational efficiency and service