Team lead Operations

1. Training and Coaching:

• Identify TNA (with the help of live monitoring and QA evaluations) and follow a schedule to train and coach the team while considering the best practices in the industry.

• Measurement and analysis of performance before and after training/coaching.

• Conduct and administer performance reviews of assigned team on monthly basis through action plans

2. Confirmation Percentage:

• Responsible to maintain at least 80% confirmed resources having over 60 days of tenure in the team.

• Working directly with A,B and C players and covert C’s into B’s and B’s into A’s

3. Quality Assurance:

• Ensure that Quality Score is according to the client requirement, QA score to be maintained as a company standard is at least 95%.

• Maintain the documentation for every report in terms of performance, quality standards & discipline including but not limited to positive documentation/communication.

4. Successor:

• Responsible to work closely with team members to identify potential leaders.

• Work on the existing team member’s skills in collaboration with the training department to develop successors.