Team Lead

Role & responsibilities

• Oversee day-to-day team operations to meet departmental objectives, service levels, quality standards, and stakeholder expectations.
• Lead, coach, and conduct regular 1:1s to drive performance, engagement, and development.
• Develop and implement structured training plans for new hires and continuous skill enhancement for existing team members.
• Ensure high-quality output through periodic audits and performance reviews.
• Manage escalations and conduct root cause analysis to prevent recurrence.
• Support the Manager in process optimization, workflow improvements, and execution of annual department goals.
• Monitor key metrics (TAT, quality, productivity) and ensure alignment with Sales and Product expectations.
• Drive continuous improvement initiatives within the team.
• Manage attendance, workforce planning, and operational coverage.
• Prepare and contribute to weekly/monthly reporting.
• Foster a positive, motivating, and accountable team environment.
• Maintain strong cross-functional relationships across all business levels.
• Ensure confidentiality and adherence to company policies and standards.

SKILLS & CERTIFICATIONS

• Strong customer service orientation with a sense of urgency in responding to internal and external stakeholder needs.
• Excellent verbal and written communication skills.
• Strong analytical, organizational, and problem-solving abilities with attention to detail.
• Ability to prioritize, multitask, and manage deadlines effectively in a fast-paced environment.
• Proven ability to work collaboratively within diverse teams and build consensus across various personality types.
• Strong interpersonal skills with the ability to influence and maintain professional relationships.
• In-depth understanding of performance metrics and operational KPIs.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to operate effectively under broadly defined policies and exercise sound judgment.
• Quick learner with a proactive and inquisitive mindset.

Requirements:

• Bachelors Degree in any field, or minimum of 3 years prior work experience
• Minimum 3 years as Team Lead
• Completed professional training in a relevant business field, or equivalent combination of education and experience