Team Lead
Skills
About This Role
Overview
- Ability to deliver performance KPIs through employee engagement
- Manages and develops a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.
- Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.
- Directly responsible for Agent Development
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