Team Leader - Technical LOB

Job Summary:

The Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This role emphasizes employee development, quality assurance, and process compliance.

Key Responsibilities

• Ensure schedule adherence and meet required production hours.
• Maintain compliance with Client and Firstsource Customer Experience and Quality standards.
• Use and share performance data to improve team productivity and meet financial targets.
• Conduct performance evaluations and offer coaching for ongoing employee development.
• Ensure compliance with internal policies, client standards, and applicable laws.
• Foster team development through continuous training, mentoring, and support.
• Monitor team KPIs and report regularly on performance to the Operations Manager.
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