Team Leader Bpo

Responsible for maintaining discipline and absenteeism of the team on the floor.Responsible for staff retention within the team.Coordination between Managers and Team Members.Ensure prompt and accurate service and achievement of targets.Responsible for Team Building & Implementation of ProcessesTeam handling and Mentoring.Performance feedback session to be provided to agents.Analyze various reports including process dashboards & team performance reports.Should have working knowledge of AHT and WFM.Primary focus on achieving SLA.Motivating associates through effective management, career development & implementation of reporting mechanisms.Timely Submission of Operations ReviewPreparing roster and manage shrinkageConduct audits & share feedback with team membersMonitor team performance and report on metricsGood analytical skills, expertiseinMSExcel