Team Lead

The Team Leader is responsible for managing day-to-day planning, implementation and problem-solving to ensure their team achieves their daily goals in production or service. Responsible for mentoring and assisting the assigned non-technical team with daily operational tasks and holistic performance growth and development.

• Acts as on-duty supervisor and first point of contact for the team


• Provides visibility of daily or monthly data to assist the team with performance management.


• Completes, documents, and provides timely and accurate feedback on performance.


• Ensures proper standard operating procedures (SOP) and protocols are followed.


• Provides feedback to TMS training requirements and provides appropriate training as needed


• Performs staff scheduling and provides recommendations regarding adequate staffing levels.


• Documents all staff complaints and assists in resolution.


• Completes administrative tasks as deemed necessary or as required.


• Ensures data maintenance of tools/platforms/ systems in relation to the processes of the business unit.


• Monitors team performance to ensure service level agreements (SLA) and internal key performance indicators (KPI) are met.


• Informs immediate superior regarding problems and other matters beyond the limits of authority.


• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.


• Direct the team to ensure high-quality service delivery.


• Communicate expectations, assignments, and responsibilities clearly and professionally in relation to business needs.


• Guide, engage, and motivate team members.


• Attend scheduled training programs and lead/facilitate depending on business needs.


• Identifying individual shortcomings of team members and helping them through customized coaching.


• Provide recommendations in relation to team development needs to Team Managers.


• Provides recommendations in the hiring and promotion of team members.


• Collaborate with other departments for process improvement that will increase productivity with high-quality standards.


• Fosters an atmosphere of high employee morale through an active, fair, and consistent application of policies and procedures.


• Resolves process-related escalations/concerns/issues.


• Required to be trained and certified in all handled processes


• Provides assistance to production when needed


• Validates Audits Quality reports being sent by Training & QA and resolves escalations


• Other duties and projects as assigned.

• Bachelor's Degree (Four-year college course).


• At least two (2) years equivalent work experience as team lead.


• Certificate in Team Leading.


• Ability to develop, implement and assess performance metrics.


• Proven record of boosting team performance and employee retention rates.


• Advanced computer skills and ability to work well under pressure individually and as part of a team.


• Responsible, calm and are able to plan and prioritize his/her work and other people's daily activities.


• Excellent communication and interpersonal skills with people at all levels.


• Proficiency of the English language, both in verbal and written.


• Strong customer orientation, active listening, and excellent phone handling skills.


• Demonstrates analytical thinking and effective conflict resolution skills.


• Ability to implement standards and procedures for security and performance management.


• Ability to multi-task, prioritize and manage own work and others' effectively.


• Demonstrate leadership with capability to motivate and inspire.


• Demonstrates initiative and implements changes to drive operational effectiveness and efficiency.


• Interpersonal skills - Ability to work independently and as a team member.


• Keen attention to details with regards to own work and of team members.


• Maintains high degree of professionalism and confidentiality.


• Ability to work all overtime holidays and weekends when operational requirements necessitate.


• Ability to make decisions in accordance with operating policies and practices.


• Must be able to work well unsupervised as well as supervise others, follow verbal and written instructions, work independently and pay close attention to details.