what are the works of team leader in call center
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Answer Posted / mahesz
To Take care of the team with motivation. Checking on daily
performance of each team member which includes (Shift and
Break Adherence, AHT, Occupancy, Ringtime and of course
quality, and give them the feedback on area of improvement
and tracking attendence,remote or nice call monitoring,
taking escalations and taking team meetings and also giving
update about the new information on floor. So, it helps
agents' or team memebers can wrap the calls soon maintain
the AHT and SL when there is spike in call flow. Recognize
the good players of the team and outlayers. Give more
importance to outlayers and do not neglect good performers.
Give an opportunity/responsbility to the good performers as
ur back up to check the outlayers performances before there
shift or after there shift or when team leaders presence is
not there. So, that performance will not decline.
Interacting with backend and trouble shooting unsolved
issues through mails or trunk calls.
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