Job Description
Job Summary:
The Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This role emphasizes employee development, quality assurance, and process compliance.
Key Responsibilities
- Ensure schedule adherence and meet required production hours.
- Maintain compliance with Client and Firstsource Customer Experience and Quality standards.
- Use and share performance data to improve team productivity and meet financial targets.
- Conduct performance evaluations and offer coaching for ongoing employee development.
- Ensure compliance with internal policies, client standards, and applicable laws.
- Foster team development through continuous training, mentoring, and support.
- Monitor team KPIs and report regularly on performance to the Operations Manager. ...