Team Lead (TL)

Role Purpose

The Team Lead (TL) is a frontline people leader responsible for operational delivery, performance management, and project expertise. TLs anchor quality, productivity, and engagement driving excellence through coaching, data-driven decision-making, and continuous improvement.

Key Responsibilities:

Operational Leadership

• Track project and individual performance using business software used for data management, reporting, and decision-making (e.g. Zoho, Looker,  BI dashboards)
• Ensure achievement of quality, productivity, and adherence KPIs.
• Prepare and maintain daily, weekly, and monthly operational reports.
• Handle escalations and ensure timely resolution.
• Ensure attendance, compliance, and adherence to disciplinary procedures.
• Be flexible to work shifts and on weekends, based on the team roster, to support production.

Project Knowledge & Subject Matter Expertise

• Maintain deep mastery of client expectations, workflows, and project documentation.
• Understand quality thresholds, calibration requirements, and escalation pathways.
• Support Associates, Reviewers, QAs, SMEs and meaningfully contribute to:  
  •  Client calibration/review calls.  
  •  Internal calibration sessions.
• Act as an SME when required, including participating in annotation, review and QA work and deliveries.
• Use hands-on reviews to identify workflow challenges, quality risks, and support needs.
• Act as the first-line escalation point for Associates, Reviewers, and SMEs.
• Ensure consistent communication of workflow updates and client requirements.

Performance & Quality Management

• Set and communicate daily, weekly, and monthly performance targets for the team based on:
  •  Client SLAs and contractual expectations
  •  Project requirements and quality standards
  •  Volume forecasts and throughput constraints
  •  Historical team and individual performance
• Ensure all targets are fully aligned with client SLAs and internal KPIs (quality, productivity, timeliness, compliance).
• Monitor team KPIs using available dashboards and reports, ensuring visibility at individual and team level.
• Track achievement against targets and initiate corrective actions where gaps exist, including:
  • Focused coaching
  • Refresher training
  • Clarification of SOPs and workflow steps
  • Adjustments to daily work allocation
• Provide clear, specific, evidence-based performance feedback grounded in data.
• Conduct root cause analysis to understand trends impacting results and propose targeted interventions.(coaching, refresher sessions, process clarifications)
• Leverage insights from hands-on annotation/QC reviews to validate quality trends and strengthen feedback.
• Ensure all performance decisions are transparent, consistent, and data-driven.
• Partner with the Delivery Manager to review and recalibrate targets during:
  •  Volume fluctuations
  •  Project expansions or phase changes
  •  SLA revisions
  •  Performance deterioration or improvements
• Champion continuous improvement by identifying patterns, risks, and opportunities that enhance output quality and team efficiency.

Dashboard & Data Utilization

Promote data-driven leadership among team members through;

• Use of dashboards to track coaching frequency and overall team health.
• Identifying top performers and staff requiring additional support.
• Fostering healthy performance competition while preventing gaming/manipulation of metrics.
• Collaborating with BI teams to improve dashboard definitions (naming, filters, visibility).

People Management, Conducts weekly performance reviews and structured action planning sessions.

• Support recognition initiatives, team morale, and psychological safety.
• Partner with People Ops on ER  issues, welfare concerns, and attendance/leave management.
• Support talent identification and development for Reviewer/SME roles.

Cross‑Functional Collaboration

• Partner with GSD leadership, People Ops, and BI teams to align workflows and priorities.
• Actively participate in Team Leader Round Tables.
• Ensure smooth communication flow between teams and leadership.

Continuous Improvement & Innovation

• Lead workflow improvement mini-projects and Kaizen initiatives.
• Support integration of new tools and systems
• Recommend practical process improvements backed by data.

Cross‑Project Flexibility & Role Scope

• Adapt to changing business demands by supporting or transitioning between projects where required
• Support Business Continuity initiatives.

 Training & Team Capability

• Support onboarding and training of new team members by facilitating structured learning sessions and providing hands-on guidance.
• Monitor trainee progress and team capability, providing coaching and refresher training to address performance or quality gaps.
• Conduct or support assessments to ensure training objectives are achieved and team members meet required certification or quality standards.
• Collaborate with training and project teams to create or improve training materials, develop training plan in alignment with project requirements and best practices.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Business, or a related field, preferably with exposure to learning and development or training.
• 1–2 years of experience in team leadership, training, or workforce development within the BPO or technical operations environment.
• Experience training or mentoring young adults in structured learning or workplace programs.
• Familiarity with People Operations and Business Intelligence tools (e.g., Zoho, Looker).
• Experience delivering technical or blended (online and in-person) training programs.

Competencies:

• Coaching & Mentoring
• Communication & Influence
• Analytical Thinking & Data Literacy
• Ownership, Accountability & Integrity
• Adaptability & Professional 
• Project Mastery & Contextual understanding