Job Description – Team Leader
Position Overview
As a Team Leader, you will manage the day-to-day planning and operations of your team. This includes ensuring that each of your teammates meets their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs).
You will be responsible for ensuring your team adheres to their schedules, and you must be highly organized with a strong ability to manage multiple responsibilities. A crucial part of the role is to support the growth and development of your team through:
- Team huddles
- Coaching sessions
- Identifying weaknesses
- Offering solutions to improve performance
This will enable your team to deliver a superior customer experience, which is the core focus of the department.
You will also be responsible for:
- Creating performance reports for your team
- Documenting and relaying client feedback
- Effectively managing issues, including HR-related concerns
- Acting as the liaison between management and your team
- Thinking creatively to develop solutions to challenges
Requirements
- Minimum 1 year of Team Leader experience in a customer support role within an outsourcing or similar environment
- Proven experience managing a team of at least 10+ teammates
- Strong leadership and people management skills
- Excellent verbal and written communication skills
- Above-average technical know-how
- Proven ability to coach, mentor, and develop talent
- Strong reporting and analytical skills
- Capable of managing operations and people-related issues independently
- Ability to work with cross-functional teams and act as a bridge between your team and leadership
