- Analyze various reports to enhance productivity and conversions

- Ensure team meets and exceed Stipulated Timelines and Service level Agreements.

- Achieve KPI and productivity targets of Self & Team.

- Monitor and maintain quality of interaction with customers.

- Prepare and submit periodic Team performance reports.

- Call handling to develop first hand sensing of customer pulse and manage irate customers.

- Audit Calls and identify the training requirements of each Team Member.

- Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.

- Team's individual target/Unit qualitative and quantitative targets are met.

- To ensure that at no point in time the team lacks supervision.

- Team Leads are responsible for staff retention

- Handling team & shop floor escalations calls and providing end to end resolutions.

- Attending call calibrations with quality and training team.

- Preparing monthly TL review to gauge individual and teams performance.

- Client interaction as and when required; incorporate feedback into the system.

- Give timely & real time feedback with a view towards improving Operational and individual efficiency.

- Administratively manage a team of Customer Service Executives along with their performance.

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