Telecalling Team Leader

Responsibility: Customer Relationship Management: • • Provide information, educate customer, troubleshoot, probe and fix issues. People/Team: • • Contribute to and participate proactively in knowledge sharing sessions. • • Participate and contribute to organizational activities. • • Provide work direction and guidance to team members. • • Establish systems and procedures in the team. • • Groom self and team to support vertical growth. • • Allocate work and tasks to the team. • • Report to the manager on performance, status and any escalations. • • Facilitate and participate proactively in knowledge sharing sessions. • • Conduct team building activities to enhance motivation. • • Conduct performance appraisals for team members– provide input into the learning and career plans for team members. • • Identify training needs of team members and provide coaching support to them. • • Conduct process training or refresher training if required. • • Review VOC scores, provides feedback and recommend refresher training whenever necessary. • • Resignations / Absconder communication to Operations Manager. • • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues. • • Manage attrition and absenteeism. • • Support recruitment efforts for the team. • • Conduct knowledge transfer sessions for new joiners in the team. Must Have Skills • Customer Service