Job Description

Team Leader – responsible for driving a team to deliver high‑quality customer experiences, managing performance, coaching, and acting as a liaison between teammates and other departments.

Responsibilities

• Manage day‑to‑day planning and operations of your team.
• Ensure each teammate delivers on SLA and KPI targets.
• Organize schedules and ensure adherence to company policies.
• Conduct team huddles, coaching sessions, and training sessions to develop skills.
• Evaluate strengths and weaknesses of teammates and provide constructive feedback.
• Offer solutions for your team's growth and development.
• Create performance reports and document client feedback.
• Address and resolve operational issues, including HR-related matters.
• Generate creative solutions to challenges.
• Act as the liaison between management and your team.

Requirements