Team Lead

WHAT WE OFFER

• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

Position Overview
The Team Lead (PaaS Shared) role is responsible for overseeing day-to-day team activities to ensure alignment with organizational goals and performance standards. This role provides strategic direction, mentorship, and performance management to support team efficiency and professional development. The Team Lead facilitates training initiatives, conducts regular coaching and evaluations, and fosters a positive and collaborative team environment. Additionally, the position ensures operational compliance, maintains accurate documentation, and communicates effectively with cross-functional teams and senior leadership. A high level of professionalism, sound judgment, and a proactive approach to continuous improvement are essential in this role.

WHAT WILL YOU DO? 
Team Management

• Provide clear direction and mentorship to team members to ensure task alignment and productivity.
• Monitor individual and team performance through metrics and regular assessments.
• Lead regular team meetings to align on goals, share updates, and address concerns.
• Resolve team conflicts professionally and promote a cooperative work environment.
• Identify potential operational or personnel issues early and take proactive action.
• Make timely, data-driven decisions that support team and business objectives.
• Implement effective solutions to operational challenges and track their impact.
• Promote a positive team culture that encourages collaboration and motivation.
• Serve as the primary liaison between the team and other departments or management.
• Ensure consistent and effective communication within the team and with stakeholders.

Training and Development

• Identify training needs and coordinate appropriate learning and development opportunities.
• Maintain and update the team’s knowledge base with relevant procedures and resources.
• Provide weekly coaching sessions to reinforce skills and support growth.
• Conduct regular performance reviews with clear feedback and development plans.
• Give constructive, actionable feedback to support performance improvement.
• Recognize and reward team members for outstanding contributions and achievements.
• Report team performance and updates to higher management in a clear, timely manner.

Operational Support Tasks

• Manage team schedules and workloads to optimize coverage and efficiency.
• Keep accurate records of team activities, attendance, and project documentation.
• Ensure compliance with policies and administer disciplinary actions when necessary.
• Assist with candidate screening, interviews, and onboarding during the hiring process.
• Complete ad hoc assignments as directed by the immediate supervisor.
• Propose improvements to existing processes to enhance performance and efficiency.
• Escalate urgent or complex issues to supervisors or clients as appropriate.
• Prepare and deliver reports and dashboards to internal and external stakeholders.

Adhoc Tasks

• Stay informed about industry trends to enhance service quality and provide more effective support to clients.
• Execute other duties and responsibilities as assigned by the immediate supervisor or manager.
• Proactively identify and recommend initiatives to enhance departmental efficiency.
• Demonstrate flexibility in extending working hours as necessary to meet business needs.

WHAT SHOULD YOU HAVE?

• Bachelor’s Degree in any field.
• Has at least 2-3 years experience as a Team Lead, Client/Technical Support Team Lead in a BPO/same industry serving international client/s
• Must have intermediate to advanced skills in GSuite/MS Office Suite
• Must have above-average attention to detail, logical, numerical, and verbal reasoning, and adherence to rules
• Process-oriented
• Good written and verbal communication skills
• Ability to resolve interpersonal conflict in the office
• Detail-oriented team player with a positive attitude
• Strong problem-solving and analytical skills
• Ability to guide, mentor, motivate, and coach the team to achieve goals
• Advanced technological skill set
• Knowledgeable in Strategic Planning and Quality Management
• Ability to work well under pressure with a high degree of accuracy
• Ability to establish collaborative working relationships with extended team members
• Must be proactive, a critical thinker, a team player, and have a positive attitude
• Good Analytical and Strategic thinking
• High attention to details
• Results-oriented