<ul><li>Lead
a team of 15 agents to achieve the performance targets. </li><li>Monitor
the team performance and manage the agents to achieve higher results.&nbsp; </li><li>Manage
planned/unplanned leaves of the team members. </li><li>Hold
a weekly meeting in order to enhance the performance.&nbsp; </li><li>Monthly
one to one meeting with each team member.&nbsp;
</li><li>Motivate
the team members and create a warm friendly work environment. </li><li>Lead
team projects and manage off queue</li><li>Deliver
different Kinds of Training Courses for agents (Ex: using new application.) </li><li>Experienced
in using Alcatel and Avaya communication System.</li><li>Experienced
in using different kinds of application like CRM,E-point,SMAP,BCMA,FCC and INMA</li><li>Passing
360-degree assessment and achieving the required targets of Key Performance
Indicators (KPIs).</li><li>Sharing
in Calibration sessions in evaluating the quality of the calls with the quality
assurance.</li><li>Generating
CSRs performance reports besides generating account reports like shift hand
over.</li></ul>

customer service team leader

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