1) A TL has to monitor complete floor for proper operations.
2) He/she has to take escalation calls as and when required on the floor whether it is from Technical team or sales team.
3) A TL has to manage all the chaos that might arise on floor either directly or through the management.
4) The TL holds all the power to warn and stop any of the agent who might be creating nuisance or disturbance on floor , if disobeyed the particular agent has to be suspended for 1 full week . TL has this authority.
5) Proper reporting of each agent on daily basis has to be maintained by the TL and should be produced whenever demanded by the management and should be updated on daily basis to the manager.
6) The TL plays a vital part within the management system hence he /she has to take initiative to guide particular agent whose performance is down in whatever way it is understandable