Our client thrives to provide customers with a world-class experience. To help them do that,

We are looking for a dedicated Team Lead who will be responsible for overseeing a team of Team Leaders, Quality Analysts, and Prime Agents tasked with managing high-sensitivity workflows/tasks.

This role ensures operational excellence, maintains strict quality standards, and drives performance across critical processes. The ideal candidate will have strong leadership skills, attention to detail, and the ability to manage high-stakes environments with discretion and precision.

What you will do:

• Strategic Planning and Execution:
  • Develop and implement operational strategies to align with organizational objectives.
  • Establish short-term actions aligning to the set OKRs.
  • Ensure that operational plans are scalable and adaptable to business needs.
• Process Optimization:
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  • Evaluate and improve existing processes to enhance efficiency.
  • Identify gaps in the processes and develop solutions to improve productivity.
  • Lead initiatives for continuous improvement and innovation withinthe team.
• Team Leadership:
  • Manage and mentor a team of Team Leaders and QA, fostering a culture of accountability and excellence.
  • Conduct regular performance reviews, provide feedback, and design professional development plans.
  • Promote team collaboration and resolve conflicts to maintain a productive work environment
• Reporting and Analytics:
  • Track and report on key operational metrics to senior management.
  • Analyze data to identify trends, forecast requirements, and support decision-making.
  • Prepare detailed reports and presentations on operational performance and outcomes.
• Escalation Management:
  • Act as the primary point of contact for managing escalations related to sensitive tasks, ensuring timely resolution while maintaining service quality and stakeholder confidence.
  • Establish clear escalation protocols and support Team Leaders and Prime Agents in handling complex or high-risk cases.
  • Proactively identify patterns in escalations and collaborate with cross-functional teams to drive root cause analysis and implement corrective actions.
• Workforce management when required:
  • • Develop and maintain short- and long-term workforce plans to meet business objectives and seasonal demand fluctuations.
    • Analyze workload forecasts and staffing levels to ensure optimal resource allocation across functions or shifts.
    • Monitor headcount, attrition, and productivity metrics to proactively identify staffing gaps and recommend solutions.
    • Support talent acquisition planning by identifying future hiring needs and skill requirements
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You have:

• Education: Bachelor’s degree or equivalent experience in relevant fields.
• Experience: Proven experience in operations management, preferably in a real-time and dynamic environment.
• Strong leadership and team-building abilities.
• Excellent problem-solving and decision-making skills.
• Exceptional organizational and time management skills with the ability to multitask.
• Proven track record of achieving performance metrics and driving operational improvements.
• Excellent abilities to work in a team, but to also act independently when needed.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills, with a problem-solving mindset.
• Capability to work under pressure in a changing environment.
• Positive attitude and open for changes