Team Leader

Brief Description

A Team Leader, who is often known as asupervisor orateam manager, is responsible for managing ateam of agents.

This team would typically consist of 8-12 agents, helping them to meet targets while reviewing performance and

coaching them also.

Major Duties & Responsibilities

• Daily Attendance- Document daily attendance on Attendance Tracker (DAILY)
• Absent Agent follow up- Is it preapproved PTO, Call Out, Late In or NCNS? (Qwest- ask GR TL or Manager) Notate on Attendance Tracker (DAILY)
• Reach out to any NCNS agents- Text or call- Document this attempt and result on Attendance Tracker (DAILY)
• Monitor Five9 Queue and take calls as needed (DAILY)
• Monitor and respond to agent questions in SLACK (DAILY)|
• Monitor live calls (DAILY)|
• Take Supervisor Calls (DAILY)
• Pull and train agents for refreshers and document on Refresher log (Current refreshers- EVGo Access and ZenDesk ...