XTN-0FC1425 | TEAM LEADER

We are seeking a proactive and results-driven Team Leader to oversee daily operations, manage team performance, and ensure exceptional customer service delivery. The ideal candidate will have strong leadership skills, a passion for coaching, and the ability to meet operational goals in a fast-paced environment.

• Lead and motivate a team to achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct daily pre-shift and post-shift huddles to communicate updates and performance goals.
• Provide task management guidance to ensure efficient workflow and operational excellence.
• Perform regular performance reviews and implement corrective action plans when necessary.
• Collaborate with the Training Team to identify skill gaps and develop training programs.
• Create and maintain Standard Operating Procedures (SOPs) and process documentation.
• Hold one-on-one meetings to support team members’ development and career aspirations.
• Analyze data and provide insights for weekly and monthly business reviews.
• Manage leave schedules and monitor team shrinkage to maintain staffing levels.
• Ensure compliance with security and data protection policies.

• People Management
• Coaching and Mentoring
• Customer Service Excellence
• Data Analysis and Reporting
• Task Management
• Training and Development
• Strong Analytical Skills
• Attention to Detail
• Team Collaboration

• Minimum 2–3 years of experience in a supervisory or team leader role, preferably in customer service or operations.
• Strong understanding of SLAs, KPIs, and performance management.
• Excellent communication and interpersonal skills.
• Ability to analyze data and prepare reports for business reviews.
• Experience in training and development is a plus.