Team Leader with English - WFO

The Team Leader is responsible for ensuring operational excellence, maintaining high-quality standards, and supporting the professional development of team members. This role requires strong leadership, effective collaboration with HR, and the ability to drive performance while fostering a positive and productive work environment.

Key Responsibilities:

• Ensure achievement of all contractual objectives and KPIs for the assigned process.
• Provide daily productivity reporting and maintain accurate operational metrics.
• Communicate all necessary information—written or verbal, individually or in team meetings—to enable the team to perform effectively.
• Conduct monthly, quarterly, and annual individual performance evaluations for each team member.
• Ensure all equipment and systems required for daily operations function properly and within expected parameters.
• Operate in full compliance with the Quality Management System (QMS).
• Perform quality control activities in accordance with established procedures.
• Ensure daily targets are met consistently.
• Provide constructive feedback to team members to maintain quality standards.
• Evaluate team performance and propose improvement initiatives.

2. Collaboration with HR

• Work closely with the HR team to identify suitable candidates for open roles within the team.
• Participate in the selection process and contribute to hiring decisions together with HR and direct management.
• Engage HR in matters related to attrition and support efforts to maintain low turnover.
• Monitor the onboarding and integration of new hires, reporting any issues occurring within the first 90 days.
• Prepare and manage disciplinary cases in alignment with HR procedures.

3. Training & Development

• Ensure regular execution of the Training Needs Identification (TNI) process to support individual development and business objectives while reducing attrition.
• Oversee the implementation of training programs according to the established schedule.

4. People Management

• Maintain and improve team satisfaction levels.
• Recognize and reward high-performing team members and those who contribute significantly to the project.
• Motivate and develop team skills to support continuous improvement.
• Encourage and promote team-building activities.
• Drive performance management by developing team capabilities to meet client-agreed performance indicators.
• Conduct or organize coaching sessions with each team member to support achievement of individual goals.

Qualifications

• Excellent client relationship skills, including experience working with management-level stakeholders.
• Strong critical thinking and analytical abilities.
• Clear and structured communication skills.
• Proven leadership, coaching, motivation, and people development capabilities.
• Advanced proficiency in English
• Process-oriented mindset with a strong customer-centric approach.
• Ability to manage unexpected situations effectively.
• Strong HR management and team facilitation skills.