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Hi , Can Any one provide me what are the KPI and KRA of Team Leader in BPO Thanks Praveen
 Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.
 Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.
 Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity.
 Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.
 MIS reporting as well as optimum utilization of resources & system
 Liasoning between different departments for any issue amongst team members which is an area of concern.

Dear Praveen,
To design KPI and then KRAs, you should have uploaded here Job Description of the position. Without this how can we help you?
For saurabhsri100: - What you have given is Job Description and not KPI or KRA. To know the difference, you can click the following link:
For both the posts, the hyperlink may look same but these are different.
In addition to this, you may check the following discussion wherein I have given my comments on KRAs of Head HR:
Dinesh V Divekar

It is not goal but direction decides destination

This discussion thread is closed. If you want to continue this discussion or have a follow up question, please post it on the network.
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