Team Lead Customer Support

Team Management

 Team management is the ability of a Leader to manage a group of members in

such a way that the assigned target should be performed successfully

 Accountable for every act of his team, be it shift adherence, floor behavior, and

other factors.

2. Roster Management

 Need to organize a planned weekly roster to avoid any chaos and for the smooth

delivery of tasks.

 Should be able to control shrinkage or be ready with Plan B to avoid any impact on

the performance in case he is experiencing shrinkage.

3. Communication and Feedback

 Conduct team briefs as scheduled by the work force management team and in line

with the weekly focus agenda set by the Operations Managers.

 Ensure regular feedback is given to Sales Agents with regards to action plans that

have been set.

 Ensure all relevant business communications are communicated to the sales team

as and when required.

4. Achieve Sales Targets

 Manage and drive sales team target and performance.

 Develop the sales team through coaching and training and identifying skills gaps.

 Plan, conduct and document coaching and training sessions in order to develop

agents' skills and knowledge to improve sales performance.

 Measure and manage the Sales Agent team to ensue out-of-line situations are

immediately addressed.

 Communicates information in a timely, accurate and understood manner to all sales

team members.

 Ensure that all Human Resources policies and procedures are observed.

5. Reporting and Administration

 Runs assessment reports, analyzes metrics, and reports data to the Senior VP and

high-level management.

 Track and accurately update operational performance files for Sales Agents on a

weekly basis.

 Compiling and sending reports as required by the business for relevant updates.

Requirements

 Need to organize a planned weekly roster to avoid any chaos and for the smooth

delivery of tasks.

 Should be able to control shrinkage or be ready with Plan B to avoid any impact on

the performance in case he is experiencing shrinkage