Job Description

Roles & Responsibilities

Join our Transcom Family as a Team Leader.

Job Description:

Promote open communication, cooperation/teamwork.
Create a friendly work environment and promote the initiative with open atmosphere.
Be aware of calls that exceed the "long call" threshold and take action to resolve those calls.
Monitor CMS real-time data to ensure agents are adhering to their schedule, minimizing ACW, etc.
Monitor staffing levels. Each day, review open cases and news in Transcom and or Clients system for each
agent eam assigned to you and ensure agents resolve any open cases appropriately.
Assist BM/TL SR with the maintenance of performance records.
Daily follow up on WFM, GR, regular track in payroll system and other applications, databases and
documentation corresponding to his/her area of responsibility.
Motivate, coach and develop CSRs on an individual basis.
Set a performance target for each CSR and perform regular quality monitoring reviews with them.
Determine individual tasks for CSR and "skill levels".
Monitor the performance of tasks and operational objectives established for CSRs and the entire team.

What we are looking for:

Professional qualifications/Specific knowledge:

Team Leader
Transcom

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