Team Lead, Management

Think of yourself as a leader within the operations department, focused on ensuring the best customer experience and driving the performance of your teammates to consistently meet their goals. The Team Lead provides mentorship, guidance, and career development, acting as a crucial link between the team and other departments or management.

• Mentor, coach, and monitor your team members on a weekly basis, focusing on their growth and performance.
• Conduct team huddles and coaching sessions to help in the development of the team.
• Set the standards and expectations of your team through your conduct, work ethic, integrity, and character.
• Ensure that all team members adhere to the company’s Code of Conduct.
• Understanding of sales skills/components
• Understanding of sales funnel

• Manage the day-to-day planning and operations of your team, ensuring that all team members deliver on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs).
• Monitor and review team members' KPIs through data analysis of client or internal dashboards.
• Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager.

• Act as the primary point of contact for on-shift team members to assist with escalated issues.
• Be adept at effectively managing issues that might arise, including HR-related ones.
• Provide the highest level of communication between cross-departments and act as a liaison between management and your team.
• Implement escalation channels in with mutually agreed-upon procedures.
• Be creative and solution-oriented in thinking of ways to manage issues.