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Priyankar Bhattacharyya Team Leader

Roll - 32

Reports directly to the technical director, this role ensures the smooth on-time delivery of software to the required collegues as well as to clients. In addition to coding responsibilities, the ideal candidate will motivate, mentor and manage team of up to 5 staff. Persons with technically sound, possessing good communication skills with a dedication and determination to succeed and see problems through to a solution will define the successful candidate for being the team leader.

Job Specification
Education Must be a holder of Bachelor of Computer Application Degree/Diploma Java,C++,Programming Experience Atleast 3years experience as executive/team leader Skills Knowledge of compensation practices in competing industries,job analysis procedures,performance appraisal systems. Skills in writing job description,in making group presentation, in performing statistical computations. Ability to conduct meetings, to plan and priortise work. Age - Preferably below 30yearsCore Competencies Core Competence Ambitious Tenacious Charismatic Resilient Resourceful Influencing

Hard Working Credible Flexible Entrepreneurial

Job Description
To manage the dayto-day planning Operation and problem-solving of a team of agents to meet with the required service level components Standards and sales targets To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions. Delivery of team sales, service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Ownership and problem resolution. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Training and development of staff. Motivation, leadership for a team and developing future leaders.

Recommendations for product and process development based on customer feedback and analysis of the same. Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line. Compiling reports on teams performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vis versa. Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management. Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes. Possesses certain additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations. Team performance

Timely submission of Operations Review

Attrition control

Conduct audits & share feedback with team members

Analyze various reports including process dashboards & team performance reports.

Work with the manager to develop/implement action plans to achieve desired performance levels.

Propagate positive teamwork across work groups & drive business results.

Active participation during team huddles to ensure retention.

Own and Drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives. One to one relation building. Motivating associates through effective management, career development & implementation of reporting mechanism. Manage attendance and attendance incentive for the team.

Coordinate with client for Seibel issues for the complete floor. SPOC for open ticket issues, responsible to pull up reports and co-ordinate with other Group Leads to close the open tickets. Was also responsible for taking up trainings for the new hires on floor.

Was also responsible for providing technical updates to the team members.

Assisting customers in configuring various softwares

Assisting in configuring desktop to home networks.

Trouble shooting home network

Configuring network printers

Trouble shooting various network related issues for home networks.

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