Team Leader, Workforce

TEAM LEADER, INTRADAY

ROLE OVERVIEW

The Intraday Team Leader is responsible for leading a global team of Intraday Analysts across Philippines and Canada in monitoring and managing real-time service level performance. This role ensures that intraday strategies are executed effectively, operational engagement is maintained, and all reporting requirements are delivered with high accuracy and timeliness. This role drives value by leading continuous process improvement initiatives.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Lead and manage a diverse team of Intraday Analysts in Philippines and Canada and partner with the NQX Philippines and NQX Canada Operations teams to manage agent adherence to schedule and absenteeism

• Work with the NQX Philippines and NQX Canada Operations team and Partner Intraday team to identify, analyze, and mitigate issues affecting our ability to meet requirements

• Monitor queue performance and volumes to enab...