job-Team Leader Counselor-Online Education University-5 to 8 Y Exp -Night Shift

About Hiring Company : 

An Ed-tech Company. Its a leading Education institution.

It is engaged in creating Education Programs 

Job Summary:-

The Team Leader is primarily responsible for supervision and middle level management of all calling activity in the CRM division.

Apart from being responsible for ensuring productivity metrics and quality, he/she is also responsible for the individual team’s contribution towards achieving company goals and objectives. The Team Leader is also responsible for handling escalations as well as handling calls to meet the client and/or internal SLAs of the programs.

Responsibilities and Duties:-

Supervise assigned team members and ensure client deliverable are met within the established timelines Responsible for ensuring productivity targets (Daily/Weekly/Monthly/Quarterly/Yearly) are achieved Create and maintain daily incident reports for all possible scenarios based on historical trends Conduct daily team meetings, pre and/or post shift Train, coach, and mentor associates per process requirements Handle escalation calls on an as needed basis and help associates to learn on-the-job Remote monitor and side jack with associates to provide real-time coaching and mentoring Conduct constant 1:1 meetings with associates to provide feedback and motivation Conduct constant group review meetings to discuss team performance and areas of opportunities and improvement Maintain and conduct monthly performance review sessions with all associates