Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Call Center Team Leader
1. Team Management
KRA: Leading and managing the call center team to ensure productivity and efficiency.
Short Description: Effective team leadership for optimal performance.
- 1. Average handle time (AHT)
- 2. First call resolution (FCR) rate
- 3. Agent adherence to schedule
- 4. Employee satisfaction scores
2. Performance Monitoring
KRA: Monitoring team performance metrics and providing feedback for improvement.
Short Description: Tracking and enhancing team performance.
- 1. Call quality monitoring scores
- 2. Average response time
- 3. Customer satisfaction ratings
- 4. Upsell/cross-sell conversion rate
3. Training and Development
KRA: Providing training and development opportunities to enhance agent skills.
Short Description: Continuous improvement of team skills.
- 1. Training completion rates
- 2. Knowledge assessment scores
- 3. Reduction in escalations post-training
- 4. Agent certification/accreditation rates
4. Customer Experience Management
KRA: Ensuring exceptional customer experience through effective team management.
Short Description: Focusing on customer satisfaction and loyalty.
- 1. Net Promoter Score (NPS)
- 2. Customer retention rate
- 3. Resolution time for customer issues
- 4. Customer feedback ratings
5. Workforce Planning
KRA: Forecasting staffing needs and scheduling to meet service level targets.
Short Description: Optimizing workforce for efficient operations.
- 1. Schedule adherence percentage
- 2. Forecast accuracy
- 3. Agent occupancy rate
- 4. Service level agreement (SLA) achievement
6. Data Analysis and Reporting
KRA: Analyzing call center data to identify trends and areas for improvement.
Short Description: Leveraging data for informed decision-making.
- 1. Average wait time for customers
- 2. Call abandonment rate
- 3. Trend analysis on call volume
- 4. Operational cost per call
7. Process Improvement
KRA: Identifying and implementing process improvements to enhance efficiency.
Short Description: Continuous enhancement of operational processes.
- 1. Percentage reduction in average handling time
- 2. Increase in self-service utilization rate
- 3. Quality improvement initiatives implemented
- 4. Cost savings from process optimizations
8. Stakeholder Communication
KRA: Effectively communicating with internal and external stakeholders for alignment.
Short Description: Seamless communication for organizational synergy.
- 1. Stakeholder satisfaction ratings
- 2. Timely resolution of stakeholder queries
- 3. Alignment with organizational goals
- 4. Cross-functional collaboration success rate
9. Technology Utilization
KRA: Leveraging technology tools to optimize call center operations.
Short Description: Maximizing technology for operational efficiency.
- 1. Adoption rate of new technology platforms
- 2. System downtime percentage
- 3. Utilization of automation for repetitive tasks
- 4. Integration of CRM systems for seamless customer interactions
10. Employee Engagement
KRA: Fostering a culture of engagement and motivation within the call center team.
Short Description: Building a positive work environment for high performance.
- 1. Employee retention rates
- 2. Team morale and satisfaction surveys
- 3. Recognition and rewards program effectiveness
- 4. Employee development and career progression opportunities
