Team Leader

Role andKey Responsibilities:

. Ensure the team consistently meets or exceeds client SLAs and performance metrics.

. Act as the first point of escalation for customer-related queries, providing timely and effective resolutions.

. Build strong interpersonal relationships within the team, fostering a sense of unity and alignment with customer values and business goals.

. Lead by example-promote a culture of excellence through team building, coaching, and sound people management.

. Identify performance gaps and take proactive steps to address them through coaching and support.

. Drive team development through motivation, skill enhancement, and career growth initiatives.

. Provide hands-on support and guidance to team members, including troubleshooting and mentoring.

. Serve as the key communication link betweentheteam and senior management, ensuring transparency and alignment on deliverables.

. Maintain accurate and insightful reporting collaborate with the Operations Manager to implement effective performance tracking and reward systems.

. Coordinate with support functions (HR, IT, Admin) to resolve team-related challenges.

. Manage team-specific attrition and absenteeism and implement retention strategies.

. Conduct regular performance reviews and identify training needs to enhance team capabilities.

. Ensure smooth day-to-day operations while maintaining high levels of employee engagement and customer satisfaction.

. Follow governance models, escalation protocols, and communication plans diligently.

. Uphold discipline and professionalism within the team, while providing clear direction and support.

. Champion continuous improvement initiatives to enhance process efficiency and service quality.

. Be the go-to person for internal queries and business-specific concerns.

. Lead a team of 15-20+ customer service executives.

. Take ownership of team outcomes and maintain a positive, solution-oriented attitude.

. Foster a motivating and inclusive work environment that encourages collaboration and growth.

KeySkillsand knowledge:

. Associates degree in a relevant field (preferred).

. Strong communication skills-both verbal and written.

. A collaborative mindset and the ability to work well with others.

. Proven ability to coach and develop team members to reach their full potential.

. Ability to manage multiple priorities and stay calm under pressure.

. Strong leadership and organizational skills.

. Experience in performance management, employee engagement, and conflict resolution.

. Sales acumen with the ability to identify upselling/cross-selling opportunities and drive revenue through customer interactions.

. Willingness to work flexible hours based on business needs.