INTERVIEW QUESTIONS CALL CENTER DETAILS

Question: What are the works of Team Leader in Call Center?

Answer: To Take care of the team with motivation. Checking on daily performance of each team member which includes (Shift and Break Adherence, AHT, Occupancy, Ring time and of course quality, and give them the feedback on area of improvement and tracking attendance,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 members 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 out layers. Give more importance to out layers and do not neglect good performers. Give an opportunity/responsibility to the good performers as ur back up to check the out layers performances before there shift or after there shift or when team leaders presence is not there. So, that performance will not decline. Interacting with back end and trouble shooting unsolved issues through mails or trunk calls.

To Take care of the team with motivation. Checking on daily performance of each team member which includes (Shift and Break Adherence, AHT, Occupancy, Ring time and of course quality, and give them the feedback on area of improvement and tracking attendance,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 members 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 out layers. Give more importance to out layers and do not neglect good performers. Give an opportunity/responsibility to the good performers as ur back up to check the out layers performances before there shift or after there shift or when team leaders presence is not there. So, that performance will not decline. Interacting with back end and trouble shooting unsolved issues through mails or trunk calls.
Source: CoolInterview.com

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