Team Lead
About the Role
We are looking for a dynamic and result-oriented Team Lead to manage and mentor a team of agents while ensuring operational excellence, productivity, and service delivery. The ideal candidate will be responsible for coaching team members, driving performance, managing daily operations, and ensuring the achievement of business goals and SLA commitments.
Key Responsibilities
- Lead, coach, and motivate a team of agents to consistently achieve individual and team performance objectives.
- Oversee daily operational activities, including workforce utilization, attendance management, queue management, and productivity tracking.
- Ensure all Service Level Agreements (SLAs), quality standards, and business KPIs are achieved consistently.
- Conduct daily team huddles, weekly reviews, and performance discussions to communicate business updates and expectations.
- Perform Root Cause Analysis (RCA) on performance gaps and implement corrective and preventive action plans.
- Collaborate closely with Quality Analysts, Trainers, and Subject Matter Experts (SMEs) to improve team performance and customer experience.
- Manage escalations effectively and ensure timely resolution of customer or operational issues.
- Track, analyze, and report operational metrics, productivity trends, and team performance data.
- Drive continuous improvement initiatives and recommend process enhancements to optimize workflow efficiency.
- Ensure adherence to company policies, compliance requirements, and operational procedures.
- Monitor workflow management and allocate resources appropriately to meet business demands.
- Support employee development through regular coaching sessions, performance feedback, and career growth planning.
- Foster a positive, collaborative, and high-performance work environment.
- Identify training needs and work with learning teams to address skill gaps.
Required Skills & Qualifications
- Proven experience as a Team Leader, Senior Associate, SME, or in a similar supervisory role.
- Strong understanding of operational workflows, ticketing systems, and service delivery processes.
- Experience handling team performance management, coaching, and stakeholder communication.
- Strong analytical and problem-solving skills with experience in RCA and performance improvement initiatives.
- Excellent communication, presentation, and interpersonal skills.
- Proficiency in MS Excel, reporting tools, and performance dashboards.
- Ability to multitask, prioritize effectively, and work in a fast-paced environment.
- Prior experience working as an Agent in the same or similar workflow is highly preferred.
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions
