Team Lead is a supervisor who will be assigned a team of Voice Process associates to coach and lead towards achieving client goals.

KRA:
- Plan Schedule SLAs (Service Level Agreements) timely and productive execution
- Study and understand data and make data driven decisions to drive performance
- Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet
- target Goals
- Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action)
- towards outperformance
- Conduct complete breakdown analysis on process failures, re-engineer work strategy,
- functions for better results
- Set Long term and Short term goals, work out required staffing, training needs, Quality
- requirements to achieve goals
- Monitor chats from a holistic perspective, which includes maintaining quality, basic
- language and product level monitoring and share feedback with agents
- Plan and carry out coaching conversations with team members to help them improve
- performance
- Able to lead Client calls/Calibrations

Job Responsibilities:




- Team Leader for Blended process is the first contact for all the agents and SMEs.
- Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives.
- Communicate objectives on a daily, hourly and monthly basis to the front line associates.
- Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement.
- Deliver constructive feedback on their skills and performance.
- Communicate training and policy & procedure issues and needs to suppliers training personnel.
- Track observed agent performance versus goals on an hourly basis.
- Motivate and encourage the assigned team of associates.
- Conduct effective CSR screening interviews, as required or needed.
- Review and audit all Passive and Negative Survey chats per agent daily (real-time).
- Supervisor ratio should be a minimum of 1:20 ratio.

📌 Team Leader (Bengaluru)
🏢 [24]7.ai
📍 Bengaluru