All the best teams needs good direction. A good direction can be given by a good teamleader. I'm responsible for 15 to 20 agents for several activities, f.e. business to customer, business to business, leads... To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions. Delivery of team sales, service level components, quality and productivity targets & indicators. People Management, including all HR related issues.Operational Management: Managing the floor, adherence to schedule. Ownership and problem resolution. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Training and development of staff. Motivation, leadership for a team and developing future leaders.Communication and being a focal point of dissemination of information from management to team and vis versa. Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.