Team Lead

ESSENTIAL FUNCTIONS AND BASIC DUTIES :Set clear team goals and motivate team members Help to setup an inspiring team environment with an open communication culture Oversee daily operations, delegating tasks and setting deadlines Identify training needs and provide coaching Interact with team members to receive their feedback and help resolve any problems Supervise team performance and prepare reports on its metrics Encourage high performance, creativity, and risk-taking Improve team’s productivity Administer monthly scorecards to track associates’ KPI reliability Assist in coordinating PTO requests Check process updates and assist new team members with onboarding Develop and maintain team-building activities Latitude of work is not just for one role Handle associates with various roles These are the foundational skills and behaviors TLs need to be successful across client accounts, internal operations, and people leadership. Performance Management & Coaching:Ability to track, analyze, and improve associate performance. Deliver feedback effectively and drive improvement through coaching Client-Centric Communication:Confidently represent the team on client updates and escalations. Respond to client needs with professionalism, urgency, and alignment to SLAs. Operational Execution:Strong understanding of process flows and account-specific SOPs. Ensures team compliance with quality and turnaround standards. Data Fluency:Able to interpret dashboards (productivity, attendance, etc.) Translate data into action: root-cause issues, support underperformance, spot trends. Issue Escalation & Resolution:Proactive identifies blockers or errors. Uses structured escalation paths and leads issue resolution with stakeholders. Workplace Planning & Delegation:Manages daily capacity, shift coverage, and workload balancing. Assigns work efficiently and reacts quickly to change (absenteeism, urgent tasks, etc) Professionalism & Leadership Presence:Sets the tone for accountability, respect, and follow-through. Represents the company well to both clients and internal teams. Process Ownership & Continuous Improvement: Helps document and maintain up-to-date SOPs. Identifies process gaps for improvement.