Team Lead, Service Delivery

Team Lead, Service Delivery

Role Summary

The Team Leader (TL) will be responsible for managing a team of approximately 15 agents and ensuring consistent achievement of client-defined targets. The role requires a proactive, self-driven leader who can independently analyze performance, drive engagement, and deliver results with minimal supervision.

Key Responsibilities

People Management & Engagement

• Lead and manage a team of 15 agents, fostering a high-performance and high-engagement culture.
• Drive team motivation, ownership, and accountability through regular coaching and feedback.
• Proactively manage absenteeism and attrition within the team through effective engagement and timely interventions.
• Identify early indicators of disengagement or performance risk and take corrective action.

Performance Management & Client Delivery

• Own and consistently deliver team performance across all client KPIs, including CSAT, AHT, CPH, and Quality.
• Ensure client deliverables are met without exception, while maintaining required service and quality standards.
• Translate client expectations and performance targets into clear, actionable goals for the team.
• Act as the first level of escalation for performance or delivery-related issues.

Operational Ownership & Analysis

• Demonstrate a proactive approach to problem-solving, anticipating issues before they impact delivery.
• Independently analyze team performance data and identify trends, risks, and improvement opportunities.
• Drive corrective and preventive actions based on insights from performance metrics.
• Ensure adherence to client processes, internal policies, and compliance requirements.

Skills & Competencies

• Strong people leadership and coaching capabilities
• Proven ability to manage and improve KPIs such as CSAT, AHT, CPH, and Quality
• High ownership mindset with a proactive and solution-oriented approach
• Strong analytical capability with the ability to perform independent analysis
• Excellent communication and stakeholder management skills
• Computer savvy

Preferred Experience & Qualifications

• Prior experience as a Team Leader or in a similar people management role (BPO / contact center preferred)
• Clear understanding of Team Leader responsibilities and client delivery expectations
• Experience managing performance metrics, absenteeism, and attrition