Notes

Tell me something about yourself

Thankyou for giving me opportunity to be interviewed for your organizations team leader position today. I am a progessive , Dynamic , forward-thinking and productive leader who can get most from any team by ensuring the organization goals are achieved. I have been preparing for this role by observing the current serving leaders and managers and by taking lead on difficult task. I have an experience of working in tough situations , coaching and mentoring new staff members. Also Outside the work I keep my self fit and active.


Why Do you want to become a Team leader
I want to be a Team Leader because I will thrive on the responsibility that comes with the position and I feel I have natural ability to lead motivate and Direct.
In my last job My manager gave me the opportunity to act as a temporary team leader for a short period of time in their absence and I felt not only comfortable but I also enjoyed the varied challenges that came with the role
I also want to be a team leader because my confidence , logical way of thinking and desire for continuous growth suited to the job description

what do you think are the most important skills and qualities needed to be a team leader
As a team leader there might be multiple numbers of skills and qualities that needed to be a team leader however as per me these are the seven most important skills which should posses by a Leader
1 Communication
2. Approachability and Availability
3. Showing Consistency
4. Organisation
5. The Art of Delegation
6. Confident and Knowledgeable
7. Innovate and Inspire

Shrinkage can be defined as the time for which people are paid but not available to handle
calls or perform their task
• Planned Shrinkage
• Unplanned Shrinkage
Planned Shrinkage include Week Offs and Leaves; Unplanned Shrinkage include
Absenteeism and Half day in terms of headcount.
Shrinkage = Planned Shrinkage + Unplanned Shrinkage

Attrition is the gradual reduction of a workforce as employees leave or retire
CSAT –
A CSAT Score is a value that reflects how a customer feels about a specific
contact/product/service. The name is derived from the term Customer Satisfaction (CSAT)
Score.
Average Handling Time= (Total Talk Time +Total Hold Time +Total Wrap Time)
/Number Of Calls Handled

A service-level agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet.