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Team Leader -(Technical) Work is to Strong inclination towards people & performance management
Excellent team handling skills
Manage the call queue and optimize floor resource, to meet the SLA
Maintain the highest level of technical expertise, soft-skills, phone etiquette skills and management skills
Monitor and manage the team’s performance metrics
Stack ranking team’s, trend analysis, coaching point’s identification & actions items for implementation
Analyze team performance on regular intervals and implement necessary actions accordingly
Work towards continual improvement of the program performance
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