- Handle team of center executives

- Daily/Weekly/Monthly reports to be prepared and maintained location wise for branch wise review

- Managing the performance of others seriously but tactfully

- Exhibiting patience in order to appease the most difficult clients

- Multitasking with ease to handle the needs of various reps at the same time

- Create an inspiring team setting with an open communication culture

- Set clear team goals, Motivate team members

- Oversee day-to-day operation

- Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed

- Listen to team members feedback and resolve any issues or conflicts

- Recognize high performance and reward accomplishments

- Encourage creativity and risk-taking

- Suggest and organize team building activities

- Develop a strategy the team will use to reach its goal

- Supports team manager and performs management duties when manager is absent or out of office

- Provides encouragement to team members,



including communicating team goals and identifying areas for new training or skill checks

- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

- Day to day attendance updation, Taking care of daily shrinkage, leaves, and preparing weekly roster based on the call forecasting

- Daily call audit by team leaders to improve the quality of service as per designed parameters and share the feedback with agents,

- Track agents performance and work on improvement plans

- Daily briefing, coaching, product & process training and other TNI

- Taking escalation calls and follow up for closure, Out call to be done to customer for close loop and share the tracker on daily basis

- Repeat call analyse for process improvement and identify the process gab

- Process insight analyse for top call drive scenario to work on minimize the customer call to call center.

📌 Team Lead Call Centre (Thiruvananthapuram)
🏢 Vidal Health Insurance
📍 Thiruvananthapuram