Job Description

Main objective: The Team Lead is responsible for ensuring the fulfillment and achievement of objectives of the associates under his charge.

 Role fuction:

Lead, develop and motivate a team of 15-20 associates through 1:1s, behavioral and customer‑handling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals. Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis File and track tickets, following up on blocks to productivity Provide regular, formal & informal feedback to up to associates (direct reports) Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma or lean Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures Demonstrates strong interest in hiring and developing people in their respective roles

Basic Qualifications

Bachelor's degree within the Business Administration, Industrial Engineering, or other relevant fields. 3+ years of experience in metric and productivity management environments. 2+ years of People Management experience, leading teams of at least 12 people. Advanced English proficiency. Internet speed at home of at least 10Mbps Proficient with MS Excel.

Preferred Qualifications

Experience utilizing data dashboards and data management systems. Lean Six Sigma trained and/or certified (yellow/green belt level).