Team Lead

Responsibilities

Day 1 HMO

• Lead (PaaS Shared) role is responsible for overseeing day-to-day team activities to ensure alignment with organizational goals and performance standards.
• This role provides strategic direction, mentorship, and performance management to support team efficiency and professional development.
• Lead facilitates training initiatives, conducts regular coaching and evaluations, and fosters a positive and collaborative team environment.
• Additionally, the position ensures operational compliance, maintains accurate documentation, and communicates effectively with cross-functional teams and senior leadership.
• A high level of professionalism, sound judgment, and a proactive approach to continuous improvement are essential in this role.
• Provide clear direction and mentorship to team members to ensure task alignment and productivity.
• Monitor individual and team performance through metrics and regular assessments.
• Lead regular team meetings to align on goals, share updates, and address concerns.
• Resolve team conflicts professionally and promote a cooperative work environment.
• Identify potential operational or personnel issues early and take proactive action.
• Make timely, data-driven decisions that support team and business objectives.
• Implement effective solutions to operational challenges and track their impact.
• Promote a positive team culture that encourages collaboration and motivation.
• Serve as the primary liaison between the team and other departments or management.
• Ensure consistent and effective communication within the team and with stakeholders.
• Identify training needs and coordinate appropriate learning and development opportunities.
• Maintain and update the team’s knowledge base with relevant procedures and resources.
• Provide weekly coaching sessions to reinforce skills and support growth.
• Conduct regular performance reviews with clear feedback and development plans.
• Give constructive, actionable feedback to support performance improvement.
• Recognize and reward team members for outstanding contributions and achievements.
• Report team performance and updates to higher management in a clear, timely manner.

Operational Support Tasks

• Manage team schedules and workloads to optimize coverage and efficiency.
• Keep accurate records of team activities, attendance, and project documentation.
• Ensure compliance with policies and administer disciplinary actions when necessary.
• Assist with candidate screening, interviews, and onboarding during the hiring process.
• Complete ad hoc assignments as directed by the immediate supervisor.
• Propose improvements to existing processes to enhance performance and efficiency.
• Escalate urgent or complex issues to supervisors or clients as appropriate.
• Prepare and deliver reports and dashboards to internal and external stakeholders.

Adhoc Tasks

• Stay informed about industry trends to enhance service quality and provide more effective support to clients.
• Execute other duties and responsibilities as assigned by the immediate supervisor or manager.
• Proactively identify and recommend initiatives to enhance departmental efficiency.
• Demonstrate flexibility in extending working hours as necessary to meet business needs.

Requirements

• Bachelor’s Degree in any field.
• Has at least 2-3 years experience as a Team Lead, Client/Technical Support Team Lead in a BPO/same industry serving international client/s
• Must have intermediate to advanced skills in GSuite/MS Office Suite
• Must have above-average attention to detail, logical, numerical, and verbal reasoning, and adherence to rules
• Good written and verbal communication skills
• Ability to resolve interpersonal conflict in the office
• Detail-oriented team player with a positive attitude
• Ability to guide, mentor, motivate, and coach the team to achieve goals
• Advanced technological skill set

Knowledgeable in Strategic Planning and Quality Management

• Ability to work well under pressure with a high degree of accuracy
• Ability to establish collaborative working relationships with extended team members
• Must be proactive, a critical thinker, a team player, and have a positive attitude
• Results-oriented