Responsibilities
Provide direction and guidance to the team to ensure everyone understands goals and priorities.
Set clear expectations on performance, behavior, deadlines, and quality.
Monitor daily operations to ensure tasks are completed accurately and on time.
Coach and develop team members through regular feedback, mentoring, and skill-building.
Handle escalations and support team members in resolving complex issues.
Track performance metrics and analyze trends to improve productivity and quality.
Conduct team meetings to communicate updates, align on tasks, and address concerns.
Support workforce planning such as scheduling, workload balancing, and resource management.
Motivate and engage the team to maintain high morale and a positive work environment.
Manage attendance, behavior, and performance issues following company policies.
Collaborate with other leaders and departments to ensure smooth processes and alignment.
Drive process improvements by identifying gaps and proposing enhancement initiatives.
Ensure compliance with company policies, data privacy standards, and operational procedures.
Document and report performance results to management and stakeholders.
Recognize and reward good performance to reinforce positive behavior.
Qualifications
- Bachelor's degree in Business, Management, or a related field (preferred but not always required).
- Relevant certifications (Six Sigma, Leadership Training, Project Management) are an advantage.
Experience
- 1–3 years of experience in a supervisory or team lead role.
- Strong background in the specific process, function, or industry.
- Proven track record of meeting performance metrics and managing teams.
Skills
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to coach, mentor, and motivate team members.
- Good understanding of workforce management concepts (scheduling, workload balancing).
- Proficiency in MS Office tools (Excel, Outlook, Teams).
- Ability to handle escalations and make sound decisions quickly.
