Team Lead
Full-time
Nexlence
Team Leader
【Key Responsibilities】
I. Team Management & People Development
- Oversee overall team operations and personnel management, including daily scheduling and resource allocation to ensure efficient business operations
- Participate in candidate interviews, selection, and hiring assessments; support new hires in quick onboarding and competency achievement
- Develop and implement team training plans to continuously enhance members’ business capabilities and service quality
- Conduct regular performance reviews and coaching; focus on team growth and stability while effectively controlling attrition rates
II. Goal & Performance Management
- Define team KPIs based on company and project objectives, and reasonably break them down into individual goals
- Establish performance tracking mechanisms to continuously monitor progress against key metrics
- Perform regular data analysis to identify operational issues and develop improvement plans to drive goal achievement
- Responsible for performance evaluations and recommendations on rewards and corrections to enhance overall execution
III. Data Management & BPO Coordination
- Act as the primary point of contact, maintaining effective communication and collaboration with BPO partners
- Oversee team data collection, analysis, and review; output weekly and monthly reports
- Lead weekly meetings to interpret data, conduct retrospectives, and drive issue resolution
- Support process optimization and standardization initiatives to improve operational efficiency
IV. On-site Management & Problem Resolution
- Manage on-site operations and supervise daily activities to ensure order and service quality
- Promptly address on-site escalations and emergent issues to safeguard customer experience
- Gather team feedback and identify pain points; provide actionable recommendations to management for continuous improvement
【Qualifications】
- Bachelor’s degree or above in any field
- Minimum 3 years of experience in team management within customer service, call center, or operations
- Strong capability in team leadership and personnel development
- Proficient in KPI setting and performance tracking, with solid data analysis and problem-solving skills
- Excellent cross-functional communication and coordination abilities; experience in BPO collaboration is a plus
- Comfortable with on-site management and able to thrive in a fast-paced environment
- Strong resilience and execution skills
Vacancy posted 1 day ago
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