Team Leader
Tech Mahindra
- Conducting regular call audits to ensure quality, compliance, and process adherence
- Providing real-time feedback and coaching to agents for performance improvement
- Monitoring team performance metrics like AHT, CSAT, FCR, and productivity
- Handling escalated calls and resolving customer issues effectively
- Driving daily team huddles and motivational sessions to boost morale
- Tracking and analyzing daily/weekly/monthly performance reports
- Identifying training needs and conducting refresher training sessions
- Collaborating with Quality and Training teams to align on process updates
- Ensuring all agents are following standard operating procedures (SOP)
- Managing team roster, attendance, and shift schedules
- Supporting new hire onboarding and nesting process
- Recognizing and rewarding top-performing team members
- Driving initiatives to reduce repeat calls and improve first call resolution
- Ensuring high levels of customer satisfaction through effective supervision
- Conducting one-on-one sessions and performance improvement plans (PIP)
- Managing call queue effectively to ensure service level adherence and achieving First Dial (FD) targets
- Monitoring real-time call flow and ensuring timely call answering to avoid SLA breaches
