Team Leader

2 - 3 Years

Job Description

Facilitate day to day Operations
Take 2nd level escalated calls/emails.
Take inbound calls for specified period in a month
Checking on call/email distribution and/or other operational road blocks and helping ease them for his/her Team
Keep a close track on FTR and critical call parameters like FRT, Resolution Time, Utilization and quality scores & continuously review/coach agents on same
Maintain accurate and updated knowledge of all SWIGGYs procedures and systems
Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary
Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information
Encourage and implement best practice across the team
Managing staff breaks

Managing Team Performance
Effective monitoring of champions and providing instantaneous feedback on productivity issues where required
Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc
Track and monitor break adherence and roster
Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations
Keep agent motivated to perform on deliverables and help them deal rejections and demands of Inbound/Outbound and E-mail process
Assist/support team members with personal development planning
Use the performance information to provide positive reinforcement of behavior or skill
Use information provided by the quality team to provide feedback to individual champion
Create development plans for champions geared to drive world class results
Develop and enhance a team based culture and actively encourage a cooperative work environment

Support the management of other staff in the absence of immediate supervisor
Provide assistance to other work units when required, particularly in the management of queues
Where required, support the management in conducting process related checks/audits.
Identify ways to improve skill issues that face the team as a whole, and action accordingly
Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new Centre launches

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Role:Team Leader -(NonTechnical)

Employment Type:Permanent Job, Full Time

Key Skills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Jobs Territory
" Jobs Territory " helps connecting businesses to the right workforce, providing them a platform for effective management and recruitment system.

" Jobs Territory " is a class apart company specialized in few Industries & their domain of E-Commerce, Retail, Manafacturing, Hospitality, BPO-KPO, Health Care & Insurance, Recruitment and is focused in delivering best-in-class solutions and services in HR enabled by stringent and inherent quality standards, cutting edge technology and state of art infrastructure.

We aspire to meet the demands of a technologically challenging environment, by providing solutions based on right technology and key customer insight.

Our mission, is to help businesses succeed so communities prosper.


Our vision is to become the employers’ preferred Recruitment Agency of choice based on the extent and quality of our service. We also endeavor to be the preferred platform for candidates to discover and pursue exciting careers with their ideal organizations

Focus reach
Digital Approach
Knowledge &
View Contact Details+

Recruiter Name:Jacquline

Contact Company:Jobs Territory