 Responsible to handle customer escalations after supervisor. Suppose to report to the client directly regarding entire work for the day Escalations & Floor walking.  Training to New batches of GPRS/MMS, Data Card & Black Berry. Conducting TNA (Training Need Analysis)  Daily briefing and New Updates. Floor Activities like break management and Agent monitoring. Responsible for the Monthly Target. Daily Reports. MBR with Client.Experienced Team Lead responsible for handling a team.Maintaining/ analyzing team performance, communicating performance with managemen.