Team Leader Call Center KRA/KPI

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