Job title: Team Leader
Work Location: Mauritius
Experience: 3- 5 years
Education Qualification: High School Diploma

Roles and Responsibilities:

• Drive and Manage performance of team on KPI’s
• Handling escalation that and agent/SME is unable to solve on product/process related queries
• Facilitate career development and growth for employees by following effective people management practices
• Responsible to contribute to organizational initiatives by developing specialized knowledge
• Ensure smooth, effective and continuous communication channel open for better employee relations
• Ability to think out of the box and extract performance for the team
• Ensure compliance to all process and procedures in organization
• Monitors the CSR calls and gives feedback /coaching
• Responsible for team’s adherence to process and procedures.
• Needs to control attrition and absenteeism in the team

Required Skills & Desired Skills

• Minimum 1 – 2 years of experience handling any team in a call center environment
• Managing a team with a minimum of 15 members
• Should process excellent written and verbal communication skills
• Excellent analytical skills and people management skills
• Open to Flexi shifts
• People management and Metrix management skills