Team Lead-Operations

Key Responsibilities

• Performance Management: Ensure the delivery of service level agreements (SLAs) by monitoring team performance, identifying areas of improvement, and implementing corrective actions. Regularly assess team performance to maintain high standards.
• Monitoring, Coaching, and Feedback: Continuously observe team activities to provide real-time feedback and coaching. Conduct regular one-on-one sessions to help team members develop skills and improve performance.
• Leave and Attendance Management: Manage employee attendance, ensuring schedules are adhered to and leave requests are balanced with operational needs.
• Team Leadership and Motivation: Lead by example, maintaining a positive, motivated, and collaborative team environment. Foster an atmosphere that encourages open communication, team cohesion, and employee engagement.
• Maintain Employee Performance Records: Keep accurate records of employee performance, progress, and development to support performance evaluations and decisions.
• Escalation Management: Oversee and resolve escalations, ensuring that issues are handled swiftly and effectively to maintain customer satisfaction.
• Operational Management: Manage daily floor operations, ensuring adherence to schedules and timely execution of tasks. Monitor team workloads and adjust resources as needed to meet goals.
• Upskill and Develop Team Members: Identify training needs and opportunities for professional growth. Provide continuous learning and development programs to groom team members for future roles.
• Customer Relationship Building: Develop and maintain strong relationships with customers by ensuring the team meets their expectations and resolves concerns in a timely and professional manner.