• Monitoring the day to day tasks in the call center and helping call center agents/Team Leaders to perform better.
• Motivating and leading the team leaders to ensure that the quality of work performed by call center agents is good.
• Keeping SLA, Breaks, AHT under control to achieve day to day targets and performance requirements to achieve better quality in work and profitability for the organization.
• Be available to affect the entirety of the team’s operations.
• Coordination with Training and HR department to manage hiring and training process.
• Conduct market surveys to introduce better strategies for work in order to achieve excellence in performance of call center staff.
• Motivating, leading and inspiring the call center employees, introduce incentive and rewards to motivate employees to give their best performance.
• Motivate and encourage agents through positive communication and feedback
• Managing, supervising, supporting and assessing the tasks performed by the call center’s employees.
• Manage the call center staff and to check that everybody is performing their job responsibilities well.
• Make time to time assessments to check that organizational goals and targets are being met.
• Develop strategies and policies to achieve the organizational goals and targets.
• Supervising the team leaders at the call center and preparing performance reports pertaining to team leaders and their team members.
• Maintaining documentation related with call center operations, sales, customer data and feedback.
• Implementing call center work ethics and policies and reviewing them time to time.
• Motivate the call center employees to give better improved performances in order to contribute to the growth and development of the organization.

Team Leader (Supervisor) Mobilink CS Project

Job Description:
• Provides daily direction and communication to agents so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Keeping an eye on daily Contact Center KPIs i.e: SLA, Abandoned Calls, Calls in Que, Oldest Call waiting time, ACD, AHT etc and manage accordingly.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers performance reviews for skill improvement.
• Always available for employees who experience work or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
• Works as a leader of special or ongoing projects that are important to area/process improvement.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward

Team Coordinator (Contractual)
Job Description:
• Manage and support people in terms of employee performance / documentation / conflict management
• Manage and handle a team of 15 to 18 CCRs and achieve KPIs for qualitative & quantitative targets as assigned
• Conduct one on one coaching/appreciation session with each team member and provide positive/constructive feedback.
• Initiate and follow up on performance improvements plan of team members and provide effective coaching/guidance during PIP.
• Keep abreast with the latest information with respect to the products, policies and procedures for effective customer handling
• Provide feedback to the management on issues and challenges with respect to the job and suggest solutions
• Ensure self and team participation in team meetings, Daily Clinics, CTP and other learning forums
• Perform other duties / special tasks as assigned by Floor Management
• Ensure team is aware of company’s policies & procedures and code of conduct
• Ensure careful handling of all resources provided to the team (headgear etc.)Respond promptly to customer inquiries. Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle inquiries and complaints.
• Perform customer verifications. Process orders, forms, applications and requests.
• Direct requests and unresolved issues to the designated resource. Keep records of customer interactions.

• Dealing with different companies regarding product Information, Pricing, Quantity via Internet Calling/Emails.
• Managing Import process and dealing with different stakeholders in case of any issue.
• Checking product and claim of warranty in case of any issue.
• Selling product in local market.
• Managing Accounts.