Role & responsibilities
- Manages effective integration of directives, policies, and procedures and analyzes any potential impact to the program and performance to establish solutions to create the optimal working conditions. Monitors queue activity to ensure achievement of Service Level metrics. Conducts remote and desk-side contact monitoring with each Agent according to Prometric-specific certification/re-certification policies. Assists in staff development toward Agents' understanding of evaluation criteria. Manages adherence to processes and quality operations standards. Summarizes report data to drive fulfillment of Prometric and Vendor goals.
- Fifty percent (50%) of the Team Leader's time is focused on working with and coaching Agents,



while the remaining 50% is dedicated to completing administrative tasks that support the program, including real-time monitoring of Agent productivity and Prometric queues.
- Agent coaching is a priority for the Team Leader, and the number of hours spent each week coaching Agents will not be modified unless mutually agreed upon, regardless of volume forecast or performance delivery.

Preferred candidate profile
- 3-4 years experience in Managing Team in BPO or any related
- Excellent French communication skills
- Willing and able to work on either day or night shifts
- Willing and able to work onsite

📌 Walk-in || Datamatics Puducherry || Team Lead
🏢 Datamatics
📍 Puducherry