Team Lead

About the Job:

This is a unique opportunity to work with a high-profile client in the internet-based searching and video sharing platforms industry. As a Team Leader, you will be responsible for managing a team of agents to support our client's business.

Your Role:

You will run the day-to-day business, including business continuity planning, client relationship management, project management, performance management, leadership, and coaching. To succeed in this role, you must be comfortable working in a fast-changing and dynamic environment and interacting with all levels within your organization while managing relationships with the client's organization.

Key Responsibilities:

• Lead and motivate employees to meet and exceed personal targets and team SLAs (e.g., productivity & quality).
• Drive a high-performance culture.
• Communicate effectively with team members and stakeholders within the business.
• Conduct regular one-to-ones, team meetings, and performance reviews.
• Monitor and manage staffing, capacity, and work distribution to ensure optimum productivity, efficiency, and workflow management.
• Act as the first point of contact to manage team-related issues and challenges (e.g., attendance management, HR policy implementation).
• Define, review, and provide ongoing meaningful feedback on performance objectives to employees.
• Encourage and promote employee wellbeing through active participation in wellness activities and other initiatives.
• Take measurable actions to monitor and increase engagement, motivation, and retention of employees.
• Continuously motivate the team to drive success in client satisfaction.
• Manage effective client communication and interaction in a professional manner.
• Proactively identify and communicate market trends and insights.
• Identify risks and put appropriate mitigation measures in place.
• Work closely with management teams to resolve potential client escalations.
• Document processes, implement, and manage changes within the lines of business.
• Coordinate cross-location support and partner with cross-functional support teams globally.
• Participate in recruitment and induction training of new staff.
• Provide regular and ad-hoc reporting to management teams.
• Implement and manage ad-hoc requests and tasks.

Requirements:

• Fluency in written and spoken English is essential for this role.
• Excellent written and verbal communication skills with the ability to deliver clear messages.
• People management skills with the ability to coach and mentor others.
• Demonstrated ability to manage and exceed performance-related targets.
• Proven ability to develop and maintain effective relationships with others.
• Inspires others' commitment to their work and organizational excellence.
• Works collaboratively within a multicultural environment to accomplish team and organization objectives.
• Results-oriented with the ability to set and achieve challenging goals.
• Ability to plan time effectively to increase effectiveness, efficiency, and productivity.
• Strong organization, planning, and prioritization skills with the ability to manage several tasks at once.
• Flexible in a fast-paced, changeable environment and can adapt quickly.
• Strong attention to detail to ensure information is complete and accurate.
• Client-focused with a commitment to delivering highly effective service standards with both internal and external stakeholders.
• Excellent analytical skills with the ability to identify risks and use data to evaluate root causes and provide solutions.
• Develops and implements strategies that optimize individual performance within the organization.
• Ability to deliver effective presentations and training sessions to educate others on topics of organizational importance.
• Works collaboratively with others to accomplish team and organization objectives.
• Strong decision-making skills with the ability to identify key issues and implications to make informed and objective decisions.
• Ability to manage projects effectively to ensure deliverables are achieved as per plan.
• Displays a high level of professional integrity and promotes conduct and behaviors consistent with company standards.
• Ability to work on own initiative to identify and solve problems using logic, judgment, and data and recommend solutions to achieve the desired organizational goal or outcome.

Benefits:

This role offers a range of benefits, including opportunities for career growth and development, a competitive salary and benefits package, and a positive and supportive work environment.

Competencies:

• Initiative?
• Solution Orientation?
• Collaboration?
• Organizational Commitment?
• Providing Direction?
• Developing People?
• Impact and Influence?
• Organization & Planning?
• Customer & Client Focused?
• Resilience & Adaptability?