TO manage the team effectively and motivate the team
members to give their best.provide day to day
updation.solve their query.grievences.try to bring out the
feeling of oneness
To Take care of the team with motivation. Checking on daily
performance of each team member which includes (Shift and
Break Adherence, AHT, Occupancy, Ringtime and of course
quality, and give them the feedback on area of improvement
and tracking attendence,remote or nice call monitoring,
taking escalations and taking team meetings and also giving
update about the new information on floor. So, it helps
agents' or team memebers can wrap the calls soon maintain
the AHT and SL when there is spike in call flow. Recognize
the good players of the team and outlayers. Give more
importance to outlayers and do not neglect good performers.
Give an opportunity/responsbility to the good performers as
ur back up to check the outlayers performances before there
shift or after there shift or when team leaders presence is
not there. So, that performance will not decline.
Interacting with backend and trouble shooting unsolved
issues through mails or trunk calls.
First checking the presence of each and every member on the
daily basis. TAT{Turn around time), quality, working hours,
Aux(breaks} whould be monitored. Quality and tat should be
given special importance in for the feedback. Motivation
and enthu to the team mates that they are the best team.
Being co-operative, freindly. appreciating the work done by
the team mates, mtivating for the promotions and the next
step to their success.
If one person in ur team is not working as per your
requirement or satisfaction what u have to do? If the same
person tell u to firstly change yourself then what kind of
answer we have to put?
along with your userid / name. ThanQ
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