As Team Leader you will be primarily responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans.
A SNAPSHOT OF YOUR ROLE
- Communicates program and company information
Removes barriers affecting ability of team to collaborate
Provides feedback on corrective actions implemented based on employee suggestions
Participates in corporate employee program initiatives
Aids in designing rewards and recognition activities
Promotes 2-way information flow
Mentoring Team Leaders, Sales Coach and OIC’s through formal channels.
Conducts regular evaluation as well as coaching sessions improve individual and team performance.
Aids to execute competency appraisal system of the campaign and the company
Actions issues identified from the performance reports
Assists in selection of agents to be promoted to future leadership posts
Ensures team’s systems, tools and equipment in working order
Responsible in tracking, updating, and maintaining accurate performance reports and scorecards of agents and teams.
Ensures program has adequate trained staff
Enforces Schedule Compliance and staffing
Actions issues identified from performance reports
Observes coaching sessions between agents and leaders
Complying and enforcing standard program and company policies and procedures.
In charge of providing accurate information from operations – attendance, FTE requirements, team output, etc
Managing program funds, budget and incentives with the guidance of the account manager
Ensures accuracy of submitted attendance record and schedules of the program
Answers calls in order to understand all issues and be able to assist agents on all calls
Responsible for specific processes and approvals to be conducted during calls that specific to the TL role