Team Lead - Operations

Job Description

We are looking for a dedicated and results-driven Team Lead to manage and support a dynamic team. This role involves overseeing day-to-day operations, delivering on key service-level components, managing employee performance, and fostering a collaborative and motivating environment. The ideal candidate will have a proven track record in team management, hiring, coaching, and operational oversight, focusing on enhancing team performance and customer satisfaction. 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. Skills Experience: Hiring and Coaching: Demonstrated experience in recruiting, training, and coaching team members to reach their full potential. Operational Management: Proven ability to manage daily operations, including floor management, scheduling, and ensuring adherence to workflows and deadlines. Team Management: At least 2+ years of experience in a similar role, with a track record of managing teams, delivering results, and handling escalations effectively. Customer Relationship Building: Ability to foster and maintain strong relationships with customers to ensure high levels of satisfaction. Escalation Handling: Expertise in managing and resolving escalations, ensuring that any issues are swiftly addressed to avoid service disruptions. Team Development: Strong ability to upskill and develop team members by identifying gaps, providing training, and grooming future leaders. Preferred Qualifications: 2+ years of experience as a Team Lead in a similar job profile. Must-Have Skills: Strong communication, leadership, and interpersonal skills. Proficiency in team management tools and operational software. Experience in managing employee performance records and leave management systems. Ability to multitask and work in a fast-paced environment.