Team Lead

Team Leader

【Key Responsibilities】

I. Team Management & People Development

• Oversee overall team operations and personnel management, including daily scheduling and resource allocation to ensure efficient business operations
• Participate in candidate interviews, selection, and hiring assessments; support new hires in quick onboarding and competency achievement
• Develop and implement team training plans to continuously enhance members business capabilities and service quality
• Conduct regular performance reviews and coaching; focus on team growth and stability while effectively controlling attrition rates

II. Goal & Performance Management

• Define team KPIs based on company and project objectives, and reasonably break them down into individual goals
• Establish performance tracking mechanisms to continuously monitor progress against key metrics
• Perform regular data analysis to identify operational issues and develop improvement plans to drive goal achievement
• Responsible for performance evaluations and recommendations on rewards and corrections to enhance overall execution

III. Data Management & BPO Coordination

• Act as the primary point of contact, maintaining effective communication and collaboration with BPO partners
• Oversee team data collection, analysis, and review; output weekly and monthly reports
• Lead weekly meetings to interpret data, conduct retrospectives, and drive issue resolution
• Support process optimization and standardization initiatives to improve operational efficiency

IV. On-site Management & Problem Resolution

• Manage on-site operations and supervise daily activities to ensure order and service quality
• Promptly address on-site escalations and emergent issues to safeguard customer experience
• Gather team feedback and identify pain points; provide actionable recommendations to management for continuous improvement

【Qualifications】

• Bachelor's degree or above in any field
• Minimum 3 years of experience in team management within customer service, call center, or operations
• Strong capability in team leadership and personnel development
• Proficient in KPI setting and performance tracking, with solid data analysis and problem-solving skills
• Excellent cross-functional communication and coordination abilities; experience in BPO collaboration is a plus
• Comfortable with on-site management and able to thrive in a fast-paced environment
• Strong resilience and execution skills