Senior Team Lead
4 weeks ago
As a Senior Team Lead at 2coms, you will be responsible for leading large teams of up to 60 members. Your primary goal will be to ensure all operational duties are carried out in accordance with scheduled rosters and documented policies, while meeting the SLAs set by the client.
Key Responsibilities:
- Lead and motivate the team to achieve team, project, and client SLAs.
- Consistently achieve all KPIs and SLAs set by the clients with strict adherence to Quality parameters.
- Manage team responsibilities and allocate work to Team Leaders/SMEs as appropriate.
- Develop and maintain superior customer connect.
- Appraise the teams on their performance and provide regular feedback.
- Manage the performance appraisal process/rating.
- Interact with support teams to manage HR, Risk, and other admin activities.
- Follow the governance mechanism established with the client.
- Keep track of all customer feedback/process issues. Drive actions towards delivery excellence.
- Resource Planning, Recruitment, and Work Allocation.
Requirements:
- Strong leadership and motivational skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities and deadlines.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced environment.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for career growth and development.
- A dynamic and supportive work environment.
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