Team Leadership Specialist

24 hours ago

Lahore, Punjab, Pakistan beBeeCoaching Full time 4,500,000 - 6,500,000
Job Description:

The Team Coach is responsible for leading and developing their assigned team to achieve optimal performance, quality standards, and daily, weekly, and monthly targets.

This includes identifying trends and areas for improvement from previous day's team performance, recognizing top performers, and providing support to underperforming team members.

The Team Coach will also be responsible for maintaining open communication with team members regarding attendance, adherence, and performance concerns.

Additionally, the Team Coach will coordinate with internal departments to resolve operational issues and ensure tools, system IDs, and access credentials are functioning correctly.

  • Analyze previous day's team performance to identify trends and areas for improvement.
  • Recognize top performers and provide support to underperforming team members.
  • Maintain open communication with team members regarding attendance, adherence, and performance concerns.
  • Coordinate with internal departments to resolve operational issues.
  • Ensure tools, system IDs, and access credentials are functioning correctly.
Key Responsibilities:
  1. Conduct coaching sessions with team members who require improvement.
  2. Update team performance boards daily and acknowledge top performers.
  3. Submit team requests for swaps, leaves, or coverage to the Lead Supervisor or Manager Operations.
  4. Identify focus areas from customer feedback and conduct coaching sessions accordingly.
  5. Participate in call listening sessions to assess agent performance and provide constructive feedback.
  6. Share performance reports with team members and discuss results.
  7. Support the implementation of best practices with the verification and quality teams.
  8. Escalate recurring process gaps or agent issues to the Lead Supervisor or Manager Operations.
  9. Monitor team calls for quality assurance and identify training needs.

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