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What are the works of Team Leader in Call Center? |
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Article Number: 10141 | Last Updated: Sun, Nov 29, 2009 at 8:36 AM
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To Take
care
of the team with motivation. Checking on daily performance of each team
member which includes (Shift and Break Adherence, AHT, Occupancy, Ring
time and of course quality, and give them the feedback on area of
improvement and tracking attendance,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
members 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 out
layers. Give more importance to out layers and do not neglect good
performers. Give an opportunity/responsibility to the good performers
as ur back up to check the out layers performances before there shift
or after there shift or when team leaders presence is not there. So,
that performance will not decline. Interacting with back end and
trouble shooting unsolved issues through mails or trunk calls.
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