Team Lead - KPO

A Team Lead Ops is responsible for ensuring that solutions and services are delivered to customers and stakeholders on time and in line with the SLA company policies and controls Provide direction instructions and guidance to the team for achieving the set goal

Key Responsibilities

Provide team leadership and coaching

Create an environment of trust open communication creative thinking and cohesive team effort

Provide the team with a vision of the project objectives

Motivate and inspire team members. Lead by setting a good example role model behavior consistent with words

Coach and help develop team members help resolve dysfunctional behavior

Facilitate problem solving and collaboration

Oversee day to day teams operation and performance

Discover training needs and provide coaching

Intervene when necessary to aid the group in resolving issues

Encourage creativity risk taking and constant improvement

Recognize and celebrate team and team member accomplishments and exceptional performance

Conduct monthly one on one performance reviews with team members

Act as SPOC for conducting appraisals approving leaves

Focus the team on the tasks at hand or the internal and external customer requirements

Coordinate with reporting Manager as necessary

Familiarize the team with the customer needs specifications targets standards techniques and tools to support performance

Assure that the team addresses all relevant issues within the specifications and various standards

Provide necessary business information

Ensure deliverables are achieved to satisfy the project requirements

Help keep the team focused and on track

Obtain and coordinate space furniture equipment and communication lines for team members

Establish meeting times places agendas and document the same with MOM.

Identify areas of improvement in the process and take measures to constantly improve

Communicate team status task accomplishment and direction

Provide status reporting of team activities to the reporting manager

Keep the reporting manager informed of task accomplishment issues and status

Serve as a focal point to communicate and resolve interface and integration issues with other teams

Escalate issues which cannot be resolved by the team to reporting manager

Provide guidance to the team based on management direction

Skill Set

High proficiency in Verbal Written English

Knowledge of MS Office G Suite

A Clear Communicator

Strong Organization Skills

Confident in the Team

An Example of Integrity

Influential in Core Areas

Powerful Facilitator

A Skilled Negotiator

Skills Required

Ms Office, G Suite