Team Leader
Cupola Teleservice (RTA Salik & 8009090) campaingns
Total years of experience :6 years, 2 months
>>Contact center Team leader at CupolaTeleservices (CTS) for RTA 8009090 campaign:
>Major responsibilities:-
•Provide the agents the support and the necessary training required for the successful handling of calls.
•Liaise with all departments in order to have a good understanding of products, procedure and processes to assist the team and the customers with queries.
•Handling the escalated calls, queries and complaints.
•Improving the team working and facilitate the communication among the team members.
• Managing the SLA hourly.
•Create sense of ownership among the Team.
•Making sure that the team is following their break/shift schedules.
•Resolving the agent's issues.
•Motivating the agents to meet their targets and ensure continuous improvement.
•Ensure compliance with all company policies, procedures and practices.
•Performing other duties as assigned when required.
•Giving a daily feedback "performance & quality" as per the team KPI.
•Doing the weekly quality calls.
•Acting operation manager.
•Recruitment / Hiring New Staff.
•Staff Training & Coaching.
>>Contact center Team Leader at CupolaTeleservices (CTS) for RTA Salik campaign:
>Major responsibilities:
•Managing the call floor
•Assisting the agents with there "inquires, complains, ….etc”
•Manage team breaks.
•Manage escalations.
•Handling the team huddles.
•Logging in to take calls depending on business requirement.
•Weekly quality monitors.
•Updating of change managements.
•Any other duties as delegated by the management