We are looking for a Senior Team Leader to manage daily team operations, drive performance, reduce shrinkage and attrition, and ensure KPI delivery in a 24×7 environment.
Key Responsibilities
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Conduct daily pre-shift meetings and set expectations.
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Maintain shrinkage and attrition within targets.
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Share daily APR with the team and review agent performance (daily/weekly/MTD).
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Track performance hourly/real-time and provide effective coaching.
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Apply HR policies if agents do not improve after repeated feedback.
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Support advisors with process-related issues and provide timely resolutions.
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Share required reports on time and address groups confidently.
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Identify agents’ improvement areas, create action plans, and ensure adherence.
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Conduct daily call listening and take KRA calls/self-login when required.
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Achieve KPI targets: Shift Adherence%, Attrition%, CSAT, Bucketization%.
