The Team Lead is responsible for overseeing a group of agents to ensure performance goals, quality standards, and daily targets are met. They are the first line of support, coaching, and accountability for the team.  

CORE RESPONSIBILITIES: 

Performance Management:

•  Track daily transfers per agent
• Monitor average talk time and form submission accuracy
• Set daily and weekly performance benchmarks

Quality Assurance (QA):

• Randomly audit 5–10 calls per agent weekly
• Ensure form submissions meet all VA qualification filters (loan PKR 100K+, credit 620+, etc.)
•  Flag disqualified leads to reduce invalid transfers

Coaching & Training:

• Daily huddles to address script fluency, objection handling, and updates
• Weekly 1:1 feedback sessions with each agent
• Maintain a shared library of updated scripts, rebuttals, and FAQs

Reporting & Documentation:

• Submit end-of-day team summary to Campaign Manager
• Highlight top performers and areas needing support
• Maintain transfer logs and bonus tracking

Escalations & Support:

• Troubleshoot form lockouts, routing errors, or YTEL issues
•  Assist agents during live call handoffs as needed

DAILY WORKFLOW:  

• 9:00 AM – Team huddle & target briefing
• 9:30 AM – 12:00 PM – Live call monitoring & support
• 12:00 PM – Mid-day progress check-in
• 12:30 PM – 5:00 PM – Performance tracking & QA spot checks
• 5:00 PM – End-of-day report to manager.  

KPIS TO MONITOR: 

• Avg. Transfers/Agent/Day (Target: 6+)
• Form Error Rate (Target: