Team Leader

About the role

The Team Leader oversees day‑to‑day operations of assigned customer programs during a designated shift. This role supports management with escalations, monitors critical processes, and ensures the team has the tools and guidance needed to meet customer expectations.

Key responsibilities

• Manage a team of agents to achieve or exceed performance targets through coaching and mentoring.
• Keep agents informed and trained on product and system updates.
• Conduct business reviews and performance management activities for continuous development.
• Provide floor support as a subject‑matter expert on policies, procedures, and escalated calls.
• Assist in queue management in coordination with the Global Command Center.
• Prepare and submit reports such as performance reviews, KPI scorecards, and case analyses to the Operations Manager.
• Participate in internal and external calibration sessions and client meetings.
• Act as liaison between management/HR and agents for benefits, grievances, and HR concerns.
• Organise team‑building activities and design performance‑based incentive programs.

Required profile

• 1‑2 years of experience in customer support or financial services.
• 1‑2 years of practical coaching or development experience.
• Proven experience managing a team of 10 or more employees.
• Strong working knowledge of PC‑based Internet and software applications.
• Ability to handle confidential information with discretion.
• Effective prioritisation, delegation, and deadline‑driven results orientation.

Required skills

• PC‑based Internet and software applications