Team Lead

Title:- Team Lead

Location: Bangalore, India

The Team lead is accountable for providing leadership, training and assistance to the Specialist I II & III. The Team Lead is also accountable for providing excellent service and communication in support of the branch and corporate teams.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• 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:

• Overall experience 9 to 10 Years, Team Lead Experience Minimum 3 years
• Bachelors Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will supervise.
• Completed professional training in a relevant business field, or equivalent combination of education and experience