Lifestyle

Team Leader

•	Manage a team of up to 25 agents and 2 Junior Supervisors (Senior Customer Care Executive).
•	Process payroll and time off hours via ADP payroll services.
•	Supervise/modify as needed agent work schedules, breaks, adherence, and time off requests 
•	Foster growth of agents by working side by side, reviewing quality measures, listening to live and recorded calls, delivering feedback, and taking escalated calls to the second supervisory level. 
•	Write and deliver disciplinary reports in a one on one setting. 
•	Lead weekly meetings to pass on updates, new policies, and advise of Team’s Key Performance Indicators.
•	Maintained an overview for each agent’s progress which was reviewed quarterly while meeting with the agents themselves bi-monthly to ensure yearly reviews were accurate. 
•	Created and implemented motivational and morale increasing projects to increase team performance. 
•	Oversee long term projects with weekly updates and reviews for regional managers. 


•	Manage a team of up to 25 agents and 2 Junior Supervisors (Senior Customer Care    Executive).
•	Process payroll and time off hours via ADP payroll services.
•	Supervise/modify as needed agent work schedules, breaks, adherence, and time off requests in NICE IEX Workforce Management. 
•	Knowledge of Cisco CAD phone systems, CAD Supervisor, Redbox media recorder, and VIM-X. 
•	Foster growth of agents by working side by side, reviewing quality measures, listening to live and recorded calls, delivering feedback, and taking escalated calls to the second supervisory level. 
•	Write and deliver disciplinary reports in a one on one setting. 
•	Lead weekly meetings to pass on updates, new policies, and advise of Team’s Key Performance Indicators.
•	Maintain an overview for each agent’s progress which is reviewed quarterly while meeting with the agents themselves bi-monthly to ensure yearly reviews are accurate. 
•	Created and implement motivational and morale increasing projects to increase team performance. 
•	Oversee long term projects with weekly updates and reviews for regional managers.

Find out detailed information about Sumanthu Chandadai, Team Leader in Grand Rapids, MI

Sumanthu Chandadai: Team Leader in Grand Rapids, MI

Sumanthu Chandadai

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Jenison Highschool