- Performance Management: Ensure the delivery of service level agreements (SLAs) by monitoring team performance, identifying areas of improvement, and implementing corrective actions. Regularly assess team performance to maintain high standards.
- Monitoring, Coaching, and Feedback: Continuously observe team activities to provide realtime feedback and coaching. Conduct regular one-on-one sessions to help team members develop skills and improve performance.
- Leave and Attendance Management: Manage employee attendance, ensuring schedules are adhered to and leave requests are balanced with operational needs.
- Team Leadership and Motivation: Lead by example, maintaining a positive, motivated, and collaborative team environment. Foster an atmosphere that encourages open communication, team cohesion, and employee engagement.
- Maintain Employee Performance Records: Keep accurate records of employee performance, progress, and development to support performance evaluations and decisions. • Escalation Management: Oversee and resolve escalations, ensuring that issues are handled swiftly and effectively to maintain customer satisfaction.
- Operational Management: Manage daily floor operations, ensuring adherence to schedules and timely execution of tasks. Monitor team workloads and adjust resources as needed to meet goals.
- Upskill and Develop Team Members: Identify training needs and opportunities for professional growth. Provide continuous learning and development programs to groom team members for future roles.
- Customer Relationship Building: Develop and maintain strong relationships with customers by ensuring the team meets their expectations and resolves concerns in a timely and professional manner.
Skills & Experience:
- Hiring and Coaching: Demonstrated experience in recruiting, training, and coaching team members to reach their full potential.
- Operational Management: Proven ability to manage daily operations, including floor management, scheduling, and ensuring adherence to workflows and deadlines.
- Team Management: At least 2+ years of experience in a similar role, with a track record of managing teams, delivering results, and handling escalations effectively.
- Customer Relationship Building: Ability to foster and maintain strong relationships with customers to ensure high levels of satisfaction.
- Escalation Handling: Expertise in managing and resolving escalations, ensuring that any issues are swiftly addressed to avoid service disruptions.
- Team Development: Strong ability to upskill and develop team members by identifying gaps, providing training, and grooming future leaders.
Preferred Qualifications:
2+ years of experience as a Team Lead in a similar job profile.
Must-Have Skills:
- Strong communication, leadership, and interpersonal skills.
- Proficiency in team management tools and operational software.
- Experience in managing employee performance records and leave management systems.
- Ability to multitask and work in a fast-paced environment.
