Team Lead

We are hiring a performance-driven, people-focused Team Lead to oversee a team of frontline agents.
This role is critical for SLA delivery, coaching, real-time management, attendance, and day-to-day operational execution.

The Team Lead acts as the bridge between agents and leadership, ensuring excellence in service, performance stability, and team engagement.

a.     Main Duties and Responsibilities:

Real-Time Operations

·       Monitor queue health, SLA, AHT, adherence, absenteeism.

·       Take immediate corrective actions to stabilize performance.

·       Coordinate with WFM, QA, and Training.

Performance Management

·       Conduct weekly 1:1s using KPI dashboards.

·       Create and track PIP and Bottom 20% plans.

·       Track accuracy in KPI reporting and agent progress.

Coaching & Development

·       Provide structured, evidence-based coaching.

·       Review QA evaluations and identify improvement opportunities.

·       Reinforce process knowledge and customer experience standards.

Quality Oversight

·       Validate critical errors and compliance breaches.

·       Participate in weekly and monthly calibrations.

·       Ensure rubric alignment across the team.

Attendance & Schedule Management

·       Track tardiness, NCNS, resignations, AUX abuse.

·       Apply progressive discipline when required.

·       Manage PTO and break schedules with WFM.

Escalation Handling

·       Manage customer, system, and safety escalations.

·       Document all escalations in operational logs.

Reporting

·       Submit daily End-of-Day (EOD) reports.

·       Prepare weekly performance summaries.

·       Participate in Monthly Business Reviews.