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Team Leader

• Team Span of Control: Supervision of 2025 operational agents
• Industry Experience: Team Leader: 5–8 years; Team Manager: 7–9 years (BPS/ITeS backend)
• Leadership Experience: Minimum of 3 years in a direct team leadership capacity
• Minimum Education: Bachelor's degree in any discipline

Role Objective

The Team Leader (TL) or Team Manager serves as the core operational engine of the service delivery floor. This leader directly manages, supervises, and inspires a team of 20–25 agents to meet performance, productivity, and quality standards under established guidelines. Balancing daily execution with talent development, the TL ensures 100% adherence to departmental policies and client objectives.

Key Responsibilities

• Operational Floor Supervision: Supervise, direct, and motivate 20–25 agents to consistently meet or exceed daily, weekly, and monthly SLA targets.
• SLA & Production Planning: Plan, schedule, and prioritize production work independently, resolving real-time operational roadblocks to maintain continuous delivery.
• Continuous Process Improvement: Identify floor-level inefficiencies and process leaks, implementing site-lead strategies to optimize turnaround times (TAT) and quality.
• Metrics Compilation & Business Reviews: Compile, analyze, and present performance metrics to senior leadership and global stakeholders during regular business reviews.
• Lifecycle Staffing & Administration: Drive hiring, resource forecasting, and administrative tasks across the complete agent lifecycle.

Employee Development & Attrition Control: Conduct regular 1:1 sessions, provide performance feedback, and foster an inclusive workspace to maintain low attrition

5. Team Manager

Target Project Name: Structured Snippets (Ad Extension Curation)

• Delivery Location: Hyderabad / Gurgaon Service Delivery Center
• Immediate Reporting: Deputy General Manager (DGM)
• Experience Profile: 8–12 years overall (with 72+ months BPS experience; Process Excellence / PEX background preferred)

Project Context: Structured Snippets

The Service Delivery Manager (SDM) oversees the Structured Snippets project. Structured snippets allow customer ads to highlight specific, valuable aspects of their products and services before a user clicks through. This directly impacts Google's ad network quality, click-through rates (CTR), and overall advertiser satisfaction.

Detailed Responsibilities

• Day-to-Day Service Delivery: Oversee all daily operations, service level agreements (SLAs), and floor management in strict alignment with standard operating procedures.
• Process Governance & Quality: Maintain complete operational accountability for process success, quality output, and policy compliance across all workflows.
• Team Leadership & Huddles: Organize and lead high-energy team huddles to keep the operational floor aligned on daily targets and quality updates.
• Planning & Leadership Reporting: Monitor delivery success, allocate resources, and compile consolidated weekly and monthly operational reports for senior executive review.
• Escalation Management: Handle high-level client escalations independently, serving as the primary bridge between internal operations and global client teams.