Description
We are seeking a Team Lead to ensure compliance with client service level agreements and drive team performance.
Key responsibilities include:
- Leading the team to ensure compliance with client service level agreements
- Monitoring team performance through daily huddles and dashboard reports
- Managing day-to-day operations and providing insights to improve team efficiency and productivity
- Developing and implementing plans to improve team performance and client satisfaction
- Conducting coaching sessions and performance reviews
- Liaising with local counterparts for refresher courses and process updates
- Promoting team morale and conducting work-life balance activities
- Creating and implementing succession planning and knowledge transfer plans
- Acting as a front-line manager for issue escalation
Requirements:
- Ability to work on night shift schedule and hybrid set-up
- Strong understanding of methodologies, databases, processes, and procedures
- Excellent communication and coaching skills
- Ability to analyze processes and provide recommendations for improvement
- Strong leadership and management skills