Role Proficiency :
A Voice Lead Able to take customer support calls effectively and efficiently resolve the issue handle escalated calls perform call quality monitoring and reporting and coach team towards meeting SLAs.
rnA Data Lead Able to process complex transactions resolve queries from team and clarify complex scenarios while ensuring that quality of output and accuracy of information is maintained in alignment with SLAs.
With the right coaching and supervision a lead will be able to do the following :
Service Level Agreement (SLAs) specified by the Client in terms of quality productivity and schedule should be managed to ensure 100% adherence for self as well as team.
Voice : Monitor (live and remote) cases and give effective feedback to close transactions.
Data : Perform QC and QA to ensure process and output quality giving feedback to associates to ensure smooth functioning
Manage and maintain process updates and clarification trackers for effective reporting and tracking of transactions.
Address any problems with the supervisor / QA to ensure maximum productivity and efficiency.
Closely monitor day to day operations of self and team to ensure utilization and minimize errors.