Job Title: Team Leader

Internal Customer Relations

• Communicate resignations in the team and other agent concerns to HR.
• Update employee attendance record in Employee Self Service (ESS) and make sure that records will be sent to payroll timely.
• Escalate all employee concerns to HR-SBU and Shift Manager.
• Coordinate with Shift Manager and Workforce department about team members’ shift, days off, and leaves (vacation leave, sick leave, maternity/paternity etc.).
• Escalate Quality related issues to his / her Shift Manager.

Process Improvement

• Note all situations that arise that were not covered in training or in previous updates.
• Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not arise.
• Determine work procedures and expedite workflow.
• Recommend new or modifications to existing ...