Team Leader 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