Team Leader

About the role

The Team Leader will oversee 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 needs.

Key responsibilities

• Manage a team of agents to achieve or exceed performance targets through coaching and mentoring.
• Provide product and system updates training to agents.
• Conduct business reviews, performance management, and continuous development activities.
• Serve as a subject‑matter expert on policies, handle escalated calls, and provide floor support.
• Assist in queue management in coordination with the Global Command Center.
• Prepare and submit performance reports, scorecards, and case analyses to the Operations Manager.
• Participate in calibration sessions, client meetings, and administrative tasks.
• 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 experience in Customer Support or Financial services.
• 1‑2 years experience in coaching and development.
• Proven experience managing 10 or more employees.
• Strong knowledge of PC‑based Internet and software applications.
• Ability to handle confidential information.
• Effective prioritisation, delegation and deadline management.

Required skills

• PC‑based Internet usage
• Software application proficiency